Senior Consultant, Client Feedback & Experience

LPL Financial; Fort Mill (SC); On-site; USD 75,000 - 126,000; Full time

Job summary

LPL Financial is seeking a Senior Consultant, Client Feedback to support the day‑to‑day execution of the firm’s closed‑loop feedback process. You’ll coordinate client feedback responses and act as the main link between clients and internal SMEs.

Responsibilities include managing feedback, monitoring timelines, and escalating issues while maintaining a client‑centric experience and disciplined governance.

Qualifications

• 3-5 years’ experience in client experience, feedback management, operations, or service quality roles.
• 1+ 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 timelines and service level expectations, flagging risks or delays and escalating issues as appropriate.
• Partner with feedback SMEs to support delivery of responses by tracking progress, sending reminders, and reinforcing expectations.
• Identify stale or aging feedback items and proactively re‑engage stakeholders to move items forward.
• Participate in working sessions or support touchpoints with SMEs to address complex or sensitive feedback, escalating as needed.
• Maintain assigned SME coverage areas by supporting topic alignment and onboarding activities.
• Contribute to feedback reporting and governance activities by identifying issues, suggesting improvements, and following established workflows.
• Demonstrate and reinforce client‑centric and hospitality‑minded behaviors through daily actions and interactions.

Skills

Client experience

Feedback management

Operations

Service quality

Education

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

Tools

CRM tools

Medallia

Tableau

Job description

LPL Financial is seeking a Senior Consultant, Client Feedback to support the day‑to‑day execution of the firm’s closed‑loop feedback process. You’ll coordinate client feedback responses and act as the main link between clients and internal SMEs.

Responsibilities include managing feedback, monitoring timelines, and escalating issues while maintaining a client‑centric experience and disciplined governance.