Client Tech Services, Associate Client Success Professional

Are you interested in being part of a team that is working to transform and do things differently? If so, LPL Financial is the place for you!

Excited to learn more? If so, then this could be the role for you!  

LPL Financial (Nasdaq: LPLA) was founded on the principle that the firm should work for the advisor, and not the other way around. Today, LPL is a leader* in the markets we serve, supporting more than 18,000 financial advisors, 800 institution-based investment programs and 450 independent RIA firms nationwide. We are steadfast in our commitment to the advisor-centered model and the belief that Americans deserve access to personalized guidance from a financial advisor. At LPL, independence means that advisors have the freedom they deserve to choose the business model, services, and technology resources that allow them to run their perfect practice. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors, so they can take care of their clients.

Job Overview:

The Client Success Professional will work in a customer care center supporting our Financial Advisors, their assistants, and LPL internal Service Associates by taking approximately 10-15 inbound calls per day and make outbound calls to our clients and other departments as necessary regarding issues associated with advisor technology needs. Associates will support processing activities with Technology Subscription requests.  Associates must be able to understand the technology product offering at LPL and the risks, fees, and operational tasks for the products that Client Technology Mangement provisions. Associates must also understand and be able to explain the operational requirements and firms policies that govern the products we support to ensure compliance with product guidelines, LPL Financial policies, and regulatory requirements.

Responsibilities:

• Provide exceptional customer service to Financial Advisors, their assistants, and LPL Financial internal business partners as it relates to Client Technology Management by fielding a wide range of inquiries accurately and efficiently while developing subject matter expertise. 
• Support first contact resolution efforts by guiding Financial Advisors and their assistants through LPL Financial processes and system platforms as they relate to the various technology tools CTM provisions access to. 
• Process Subscription requests to add, remove, or modify access to all advisor technology to multiple work streams across the organization’s portfolio. 
• Providing training and guidance on tasks to processing and service teams to help the team understand the upstream and downstream impacts of their daily tasks
• Application Support for LPL’s proprietary web-based software and all third-party applications connected to it; assist with trouble shooting system and operational issues including but not limited to Web Brower Compatibility, Active Directory and Exchange Email, and Multi-factor authentication.
• Maintain knowledge about various products supported by LPL Financial. Be able to explain the differences between the products to advisors and internal business partners to meet the technology needs of our clients.
• Work closely with Tech Support, Registration, New Client Onboarding, Business Transitions, Business Consulting, and Cash Mgmt.

What are we looking for?

We want strong collaborators who can deliver a world-class client experience. We are looking for people who thrive in a fast-paced environment, are client-focused, team oriented, and are able to execute in a way that encourages creativity and continuous improvement.

Requirements:

• Highschool diploma or GED

Core Competencies:

• Ability to meet strict deadlines with minimal supervision in a fast-paced environment
• Effective and proactive communicator with strong verbal and written communication skills especially when dealing with various groups and in all levels of management
• Excellent interpersonal skills with the ability to interact with various levels of personnel in addition to encouraging and building positive relationships
• Exercises judgment within broadly defined practices and policies in selecting methods, techniques and evaluation for obtaining results
• Ability to manage multiple assignments

Preferences:

• 2+ years of Financial Industry Experience preferred
• Bachelor’s Degree preferred
• Internships in Financial services
• Software/Systems Skills Required: Microsoft Office Suite with advanced skills in Word and Excel, Oracle, Documentum and MS Dynamics
• Software/Systems Skills Preferred: ASAT, Salesforce, Visio, Adobe