Client Experience Manager

Responsibilities

• Coordinating workflow and resources on the Commonwealth Compensation team. Also, assisting with clearing requests and efforts for scheduled payout cycles.
• Consulting and providing "white glove" tailored service to Commonwealth Advisors.
• Processing and correcting any compensation issues for the employee model within a timely fashion.
• Sharing trends and pain points with leadership and business partners to find solutions and pursue process improvements.
• Providing subject matter support for other business units including coordinating resolution of escalated issues in group chats and individual consultations.
• Assisting with service recovery efforts through coordination of resources to resolve issues with aged requests, escalated issues, and other complex activities that degrade the Advisor experience.
• Assisting with conversions to Commonwealth throughout the year as the model continues to grow.
• Supporting and, at times, leading initiatives to improve and enhance the Advisor experience while positively impacting the broader LPL organization.
• Assisting the broader Client Compensation Service team with overflow calls and cases when needed.
• What are we looking for?

Requirements

• 5+ years of service or comparable experience
• 3+ years of experience in Financial Services industry or comparable experience
• 3+ years of proficiency in Microsoft Excel skills (e.g. pivot tables, advanced functions)
• Core Competencies:
• Proven success working in customer service-related field
• Understanding of the advisor role
• Organizational and critical thinking skills
• Strong verbal and written skills
• Excellent phone communication, listening, and consultation and de-escalation skills - with a focus on understanding each advisor's unique needs
• Preferences:
• Knowledge of how LPL Commission and Operations
• Experience with white glove customer service to advisors
• Experience with commissions systems (Oracle)
• Phone service experience, managing a mailbox
• Microsoft Suite experience (Word, PowerPoint, Outlook, Teams)
• Securities Industry Essentials (SIE) Certification
• Six Sigma Yellow Belt certification
• Bachelor's degree
• Pay Range:
• $27.93-$46.55/hour
• Company Overview:

Benefits

Additional Information

Where Ambition Meets Innovation Build a career that matches all your initiative with an impressive dose of innovation. From cutting-edge resources and a collaborative environment to the freedom to make an impact and more, you'll find the ingredients you need at LPL Financial to shape your success while helping clients pursue their financial goals. Job Overview: The Client Experience Manager (CEM) in Client Compensation is responsible for owning escalated matters to completion and partnering with closely related business units to solve an issue. This role partners with technical analysts to produce data results and is responsible for understanding and presenting the issue in an advisor-friendly format, setting proper expectations and managing corrections to completion between business units.

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