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Client Experience Manager
LPL Financial. Own escalated matters through completion and partner with related business units to resolve issues .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Financial Services with a focus on providing white glove customer service to advisors. Proficient in Microsoft Excel and experienced in managing escalated issues and improving processes to enhance the Advisor experience.
Highest-signal resume keywords
Financial Services ExperienceMicrosoft Excel ProficiencyWhite Glove Customer ServiceLPL Commission KnowledgeSecurities Industry Essentials Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Microsoft ExcelOracle Commissions SystemsData AnalysisCompensation ProcessingWorkflow Coordination
Soft Skills
Organizational SkillsCritical ThinkingVerbal CommunicationWritten CommunicationDe-Escalation Skills
Tools & Technologies
Microsoft SuiteMicrosoft WordMicrosoft PowerPointMicrosoft OutlookMicrosoft Teams
Certifications & Qualifications
Securities Industry Essentials CertificationSix Sigma Yellow Belt Certification
Industry Keywords
Advisor Role UnderstandingCustomer ServiceService RecoveryEscalated Issues ManagementCompensation Issues
Tech Stack
Tools & technologiesOracle
About the role
Key responsibilities & impact- Own escalated matters through completion and partner with related business units to resolve issues
- Coordinate workflow and resources on the Commonwealth Compensation team
- Assist with clearing requests and efforts for scheduled payout cycles
- Consult and provide tailored white glove service to Commonwealth Advisors
- Process and correct compensation issues for the employee model in a timely manner
- Partner with technical analysts to produce data results and present issues in an advisor-friendly format
- Set expectations and manage corrections to completion between business units
- Share trends and pain points with leadership and business partners to identify solutions and improve processes
- Provide subject matter support to other business units and coordinate resolution of escalated issues
- Assist with service recovery for aged requests, escalated issues, and complex activities affecting the Advisor experience
- Assist with conversions to Commonwealth throughout the year
- Support and sometimes lead initiatives to improve the Advisor experience and broader LPL organization
- Assist the Client Compensation Service team with overflow calls and cases when needed
Requirements
What you’ll need- 5+ years of experience in Financial Services industry or comparable experience
- 3+ years of proficiency in Microsoft Excel skills, including pivot tables and advanced functions
- 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, consultation, and de-escalation skills
- Knowledge of LPL Commission and Operations
- Experience with white glove customer service to advisors
- Experience with commissions systems (Oracle)
- Phone service experience and managing a mailbox
- Microsoft Suite experience, including Word, PowerPoint, Outlook, and Teams
- Securities Industry Essentials (SIE) Certification
- Six Sigma Yellow Belt certification
- Bachelor's degree
Benefits
Comp & perks- 401K matching
- Health benefits
- Employee stock options
- Paid time off
- Volunteer time off
- LPL Total Rewards package
- Competitive total rewards designed to support success at work, at home, and at play