AVP, Client Feedback: Elevate Client Experience

LPL Financial; Fort Mill (SC); On-site; USD 87,000 - 145,000; Full time

Benefits offered by this job

401K matching

Health benefits

Employee stock options

Paid time off

Volunteer time off

Job summary

LPL Financial, Fort Mill, SC, seeks an Assistant Vice President, Client Feedback to centrally manage client feedback, coordinate with SMEs, and drive timely, quality responses. You’ll ensure governance, escalate issues, and uphold client‑centric standards while collaborating across teams in a fast‑paced wealth management environment.

The role emphasizes operational excellence, proactive issue resolution, and a strong focus on improving the client experience through structured feedback processes

Qualifications

• 5+ years’ experience in client experience, feedback management, operations, or service quality roles.
• 5+ years’ experience working with feedback systems, CRM tools, case management platforms, and/or operational workflows.
• 3+ years’ experience in the wealth management industry.
• Bachelor’s degree in communications, business administration, social sciences or related field, or equivalent years’ work experience.

Responsibilities

• Manage and triage incoming client feedback, ensuring timely acknowledgment, accurate routing, and closed‑loop communication.
• Serve as a quality control checkpoint for consistent, professional client communications.
• Monitor feedback trends, escalating urgent or systemic issues as needed.
• Partner with cross‑functional feedback SMEs to drive delivery of responses within defined Service Level Agreements (SLAs) by tracking timelines, sending reminders, and proactively mitigating risks.
• Drive proactive oversight of feedback, including monitoring stale or aging items, and re‑engaging stakeholders to move issues forward.
• Facilitate targeted touchpoints, support sessions, and working meetings with SMEs to address complex, sensitive, or high‑risk feedback.
• Maintain SME coverage by managing topic alignment, identifying gaps, and supporting onboarding.
• Contribute to feedback governance through tooling enhancements, workflow improvements, and reporting that surfaces client sentiment and response effectiveness.
• Champion a culture of client‑centricity, accountability, and continuous improvement across the organization.

Skills

Client experience

CRM tools

Operational workflows

Wealth management

Education

Bachelor's degree in communications, business administration, social sciences or related field

Tools

Medallia

Tableau

Job description

LPL Financial, Fort Mill, SC, seeks an Assistant Vice President, Client Feedback to centrally manage client feedback, coordinate with SMEs, and drive timely, quality responses. You’ll ensure governance, escalate issues, and uphold client‑centric standards while collaborating across teams in a fast‑paced wealth management environment.

The role emphasizes operational excellence, proactive issue resolution, and a strong focus on improving the client experience through structured feedback processes