AVP, Client Experience Manager - Masters

LPL Financial LLC; Fort Mill (SC); On-site; USD 98,000 - 163,000; Full time

Benefits offered by this job

401K matching

Health benefits

Employee stock options

Paid time off

Volunteer time off

Job summary

LPL Financial is hiring a Senior Client Success Pod Leader to oversee a dedicated team serving Masters-level advisor practices across Fort Mill, SC and San Diego, CA. You will manage complex cases, drive service excellence and partner with leaders to improve processes and client outcomes.

Requirements include Series 99/7/SIE within 90 days and 3+ years in financial services, plus a bachelor’s degree or equivalent college coursework. Competitive pay and benefits are offered.

Qualifications

• Series 99, 7 and SIE required within 90 days.
• 3+ years of experience in finance with service/operations/compliance focus.
• Bachelor’s degree or 2+ years of college with financial services work experience.

Responsibilities

• Lead a pod of service professionals, service manager and case management for 200 Masters-level advisor practices.
• Be the primary contact for complex cases and escalations for pod firms.
• Partner with cross-functional teams to resolve issues and drive continuous improvement.
• Maintain client-level dashboards including Net Promoter Score and retention metrics.
• Allocate ~25% of time to proactive outreach and 75% to reactive case escalations and coaching.
• Review survey results and develop action plans for at‑risk firms and pod performance.
• Collaborate with leadership to identify professional development, escalate risks and participate in client engagement strategies.

Skills

Collaboration

Professional demeanor

Strong communication

Problem solving

Multi-tasking

Education

Bachelor’s degree or 2+ years college

Job description

Where Ambition Meets InnovationBuild 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:To be considered you must be local to either our Fort Mill, SC or San Diego, CA office and have the ability to come onsite.As the leader in delivering an elite and differentiated service experience, the role will be responsible for leading one of our Client Success Pods for our Master’s club level advisors which represent the top 5% of LPL’s advisors. The Client Success Pod brings together service, case management and a client experience manger into one dedicated team with leverage points to supervision, relationship management and marketing to provide a differentiated level of service and enhance the client experience.Responsibilities:Lead a pod of dedicated service professionals, service manager, and case management supporting 200 of our Master’s level financial advisor practices. Includes day-to-day oversight of the holistic experience for each firm that the Pod supports.Serve as primary point of contact for complex cases and escalations for firms assigned to a pod and ensure they are addressed in a timely manner and with high accuracy.Work with cross functional leadership teams to partner in resolving friction items and identify continuous improvement opportunities to increase ease of doing business.Ensure connectivity and communication between roles via regular team meetings and status updates.Utilize and maintain a client-level performance dashboard, including Net Promoter Score, Pod optimization metrics, case resolutions and response times, continuous improvement opportunities identified for the firm, and overall retention which either meet or exceed goals set.Target 25% of time will be spent on proactive outreach campaigns for identified firms (reducing items not in good order (NIGO), specialized training, etc.), 75% of the time will be spent on reactive day-to-day case escalations, problem solving and team/individual check-ins either via the phone or email.Utilize key metrics and reporting to proactively identity trends within the pod and individual firms.Solicit feedback from firms to identify opportunities for personalization and program improvement.Relationship building and collaboration with internal partners and clients to overcome obstacles and find solutions and explain/understand the “why”.Review quarterly survey results and build action plans around “at-risk” firms, use survey results to educate pod team and improve performance where needed.Work with leadership team to identify and execute professional development opportunities for all pod staff.Resolve performance and staffing issues and quickly escalate any risks and concerns to leadership.Participate in town halls, webinars and client engagement strategies as needed as it relates to the Client Success Pod’s deliverables that influence our client’s firm-wide experience with LPL.What are we looking for?We’re looking for strong collaborators who deliver exceptional client experiences and thrive in fast-paced, team-oriented environments. Our ideal candidates pursue greatness, act with integrity, and are driven to help our clients succeed. We value those who embrace creativity, continuous improvement, and contribute to a culture where we win together and create and share joy in our work.Requirements:Series 99, 7, & SIE required within 90-days.Minimum of 3 years’ experience in the finance industry with strong background in service, operations, or compliance.Bachelor’s degree or 2+ years of college level courses with commensurate financial services work experience.Core Competencies:An entrepreneurial mindset that supports continuous improvement and innovationProfessional demeanor with strong written and verbal communication.Preferences:Experience working in service and/or supervisory teams within a broker-dealer or custodian.Organized and strong problem-solver.Ability to multi-task, work on multiple priorities, work independently and as a team in an ambiguous and dynamic environment.#LPL-PAPay Range:$97,541.00 - $162,534.00Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play – such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more. Your recruiter will be happy to discuss all that LPL has to offer!Company Overview:LPL Financial Holdings Inc. (Nasdaq: LPLA) is among the fastest growing wealth management firms in the U.S. As a leader in the financial advisor-mediated marketplace(6) , LPL supports over 32,000 financial advisors and the wealth management practices of approximately 1,100 financial institutions, servicing and custodying approximately $2.3 trillion in brokerage and advisory assets on behalf of approximately 8 million Americans. The firm provides a wide range of advisor affiliation models, investment solutions, fintech tools and practice management services, ensuring that advisors and institutions have the flexibility to choose the business model, services, and technology resources they need to run thriving businesses. For further information about LPL, please visit www.lpl.com.At LPL, independence means that advisors and institution leaders have the freedom they deserve to choose the business model, services, and technology resources that allow them to run a thriving business. They have the flexibility to do business their way. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors and institutions, so they can take care of their clients.For further information about LPL, please visit www.lpl.com.Join the LPL team and help us make a difference by turning life’s aspirations into financial realities. Please log in or create an account to apply to this position. Principals only. EOE.Information on Interviews:LPL will only communicate with a job applicant directly from an @lplfinancial.com email address and will never conduct an interview online or in a chatroom forum. During an interview, LPL will not request any form of payment from the applicant, or information regarding an applicant’s bank or credit card. Should you have any questions regarding the application process, please contact LPL’s Human Resources Solutions Center at [phone].EAC 5.19.26