Digital Service Lead: Advisor Support & Coaching

LPL Financial LLC; Fort Mill (SC); On-site; USD 38,000 - 64,000; Full time

Job summary

LPL Financial LLC is seeking a Digital Service Team Lead in Fort Mill, SC to guide a fast-paced service center focused on Financial Advisors. You will mentor team members, resolve escalated advisor inquiries, and drive performance through coaching and training initiatives.

In this role you’ll handle complex chats, manage high-volume contact periods, coordinate onboarding, and relay feedback to product teams. Collaboration and customer-first mindset are essential.

Qualifications

• 1-2 years of customer service experience.
• 1-2 years of financial services experience.
• SIE required or must be obtained within 90 days.
• Triple skilled; fully trained in Move Money, New Account / Direct Business and Account Transfer

Responsibilities

• Handle elevated or complex chats and take ownership of resolution.
• Provide chat support during periods of high chat volume or when service levels require.
• Conduct advisor outreach through escalations, and email communication as needed.
• Manage advisor inquiries from start to finish, delivering prompt and effective resolutions via phone or email.
• Monitor call queues to proactively support team members with real-time assistance.
• Facilitate team meetings and huddles to share updates, align on goals, and foster collaboration.
• Support onboarding of new team members and deliver in-the-moment coaching to Service Professionals.
• Gather and relay feedback from Service Professionals to drive process improvements and identify training needs.
• Monitor chats/emails and review associate reports to identify product-related feedback from advisors and follow established procedures to communicate insights to product managers.

Skills

Verbal communication

Written communication

Organizational skills

Time management

Feedback delivery

Education

Bachelor's degree

Tools

MS Office

BETA

ClientWorks

Account View

Job description

LPL Financial LLC is seeking a Digital Service Team Lead in Fort Mill, SC to guide a fast-paced service center focused on Financial Advisors. You will mentor team members, resolve escalated advisor inquiries, and drive performance through coaching and training initiatives.

In this role you’ll handle complex chats, manage high-volume contact periods, coordinate onboarding, and relay feedback to product teams. Collaboration and customer-first mindset are essential.