Client Experience Manager

LPL Financial; Tempe (AZ); On-site; USD 39,000 - 65,000; Full time

Job summary

LPL Financial is seeking a Client Experience Manager (CEM) in the Client Compensation team in Tempe, AZ. You will own escalated matters to resolution, coordinate with related business units, and partner with technical teams to present advisor-friendly solutions.

You’ll provide white-glove service to Commonwealth Advisors, analyze compensation data in Excel, and drive process improvements across the compensation function to enhance the Advisor experience.

Qualifications

• 5+ years of experience in Financial Services industry or comparable experience.
• 3+ years of proficiency in Microsoft Excel (e.g. pivot tables, advanced functions).
• Bachelor's degree or higher; certifications such as Six Sigma Yellow Belt are a plus.

Responsibilities

• Coordinating workflow and resources on the Commonwealth Compensation team.
• Consulting and providing “white glove” tailored service to Commonwealth Advisors.
• Processing and correcting compensation issues for the employee model.
• Sharing trends and pain points with leadership and business partners to find solutions.
• Providing subject matter support for other business units including coordinating resolution of escalated issues.
• Assisting with service recovery efforts through coordination of resources to resolve aged requests and escalated issues.
• Assisting with conversions to Commonwealth throughout the year as the model grows.
• Supporting and, at times, leading initiatives to improve the Advisor experience while positively impacting the broader LPL organization.
• Assisting the broader Client Compensation Service team with overflow calls and cases when needed.

Skills

Customer service

Communication

De-escalation

Problem solving

Team collaboration

Education

Bachelor's degree

Six Sigma Yellow Belt

Tools

Excel

Oracle

Microsoft Office

Job description

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.

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?

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

• 5+ 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

Actual 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. 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