Service Experience Professional - Equitable Gold

LPL Financial LLC; Fort Mill (SC); On-site; USD 33,000 - 55,000; Full time

Job summary

LPL Financial provides leading support to Equitable Gold Advisors, enabling them to serve clients effectively. You will handle inbound calls, research complex issues, and deliver timely, accurate information to help advisors grow their practice.

As part of the team, you will contribute to coaching and training, maintain knowledge resources, and collaborate to enhance the advisor experience and overall efficiency.

Qualifications

• Two or four year advanced degree (Bachelors or Associates) or substantial relevant professional experience.
• 1-3 years of professional work experience; customer facing experience a plus.
• Previous exposure to or sincere interest in learning more about financial services industry.

Responsibilities

• Handle inbound phone calls from Equitable Gold Advisors and provide backup support for all other Equitable skills.
• Research complex situations, set customer expectations, and define actions to resolve.
• Own the inquiry and see it through to timely resolution.
• Provide real time support to research standard and complex issues, set expectations, and resolve escalations.
• Assist with projects to improve the advisor experience and overall team efficiency.
• Conduct offline duties such as working the EQA Mailbox, Level 2 calls and Case Quality Control.
• Participate in customer service training and refreshers to stay current with policies.
• Monitor and respond to emails in a timely manner.
• Work in a team environment assisting teammates with questions and escalations.
• Identify process improvements to drive the business forward and promote change.

Skills

MS Office

Customer service

Verbal communication

Written communication

Organization

Problem solving

Education

Bachelor's degree

Associate degree

SIE certification

Tools

Beta experience

Job description

What if you could build a career where ambition meets innovation? At LPL Financial, we empower professionals to shape their success while helping clients pursue their financial goals with confidence. What if you could have access to cutting-edge resources, a collaborative environment, and the freedom to make an impact? If you're ready to take the next step, discover what’s possible with LPL FinancialJob DescriptionDiscover your opportunity with LPL Financial, a leader in the retail financial advice market and the nation’s largest independent broker/dealer with over 15,000 financial advisors and over 4000 corporate employees where we respect and appreciate the diversity of our employees, our clients, and the communities we serve.Joining our team as a IS Club Premium Service Professional will allow you to support financial advisors by offering an extraordinary quality service experience. Our service team’s main priority is to create a reliable support system for our clients so they can easily grow their practice. Being flexible and adaptable to competing priorities will be key success factors for this position.What you’ll doYou will handle inbound phone calls that can range from something as simple as an account balance inquiry to the complexity of helping resolve unique financial transactions, but your primary focus remains the same: Providing our clients with timely, correct, and relevant information, when and where they need it so that they in turn can help their clients achieve their own financial dreams.Exceptional service and professionalism is required, as you’ll enjoy engaging our clients with our mission to provide positive results. If you have an entrepreneurial spirt, passion for service excellence, and a need to excel, this would be a rewarding career for you.The Expertise Were Looking ForTwo or four year advanced degree (Bachelors or Associates) or substantial relevant professional experience.1-3 years of professional work experience; customer facing experience a plusPrevious exposure to or sincere interest in learning more about financial services industryThe Skills You NeedYou possess the ability to develop multiple solutions that will achieve the same outcomeYou possess the ability to prioritize when pressured with multiple tasksYou possess the ability to respond to coaching & trainingYou possess the ability to work well individually and as part of teamThe Success you DeliverProactively identify solutions to help minimize the need for repetitive interactions from advisorsPartner with team members to achieve outstanding results as you’re continuously growing and learning to enhance your expertiseThe Empowerment of Your RoleLPL is transforming our culture and our commitment to constantly improve the ease of doing business with us. Making it easier for advisors to do business with us is our No. 1 priority. No matter what your role or department, at LPL we all own this. Knowing this, we are all empowered to make things simpler and do what is best for advisors and their investors.The Quality You DeliverAt LPL financial, our work makes a difference. That is why we share a passion for doing it ethically and exceedingly well. Because we have a clear focus and we are empowered to deliver results, we see every day that we are creating something special together.Your LifeLPL Financial has a “we” philosophy rather than a “me” philosophy. Our benefit packages are built to support our colleagues and their families by providing programs that foster health, peace of mind, work/life balance, as well as support for your financial and social goals and commitments. Sound too good to be true? See for yourself and learn more about our benefit offerings.Requirements:Strong MS Office skills, Beta experience preferredStrong customer focus, excellent verbal and written communication skills, a strong work ethic, ability to think outside the box and extremely organized3 years of previous customer service experience2 years of LPL experience in the Service Center (preferred)Triple skilled (Fully trained in Move Money, New Accounts and Account Transfers)Must obtain SIE within 90 days of employment 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. As the leader in delivering an elite and differentiated service experience, EQA Gold Service Support Professional will be to deliver above and beyond, one-stop-shop service to our Top Equitable financial advisors. You will also support internal employees by working together to provide LPL Financial customers with world class service. You will be responsible for providing solutions that produce results for Advisors and end client needs. As a subject matter expert, you will support your team’s knowledge base and consult on coaching and training opportunities.Responsibilities:Efficiently handle inbound phone calls from Equitable Gold Advisors and provide backup support for all other Equitable skillsResearch complex situations, set customer expectations, and define the actions necessary to resolve the situationAssume ownership of the inquiry and see it through to a timely resolutionProvide real time support to research standard and complex issues, set expectations, and define the actions necessary to resolve escalationsAssist with projects to improve the advisor experience and overall team efficiency.Conduct offline duties such as working the EQA Mailbox, Level 2 calls and Case Quality ControlActively participate in customer service training and other training to remain current with operational policies and proceduresMonitor and respond to email correspondence in a timely mannerWork in a team environment assisting team members with questions & handling escalated itemsUtilize management for guidance when dealing with an escalation in order to work through and resolve the escalation while keeping ownership. Assist in the resolution of escalated issuesIdentify process/procedure enhancements that drive the business forward and promote changeAssists and/or conducts team huddlesAssist with projects to improve the advisor experience and overall efficiencyImprove resource content in Iknow, Resource Center and SharePointMaintain and improve team knowledge base with daily huddle emails and refresher training material, along with providing dedicated support to new hire staffWhat are we looking for?We want strong collaborators who can deliver a world-class client experience. We are looking for people who thrive in a fast-paced environment, are client-focused, team oriented, and are able to execute in a way that encourages creativity and continuous improvement.Requirements: •Associate degree or equivalent work experience in a related discipline1-2 years of previous customer service experiencePositive, customer-focused attitude and demeanor with a desire to provide best-in-class service.Trained in New Accounts, Direct Business, Account Transfers, and Move MoneyExcellent verbal and written communication skillsMS Office experienceMust have Equitable Service ExperienceThis is for a Closing shift – 10:30 AM EST- 7:00 PM ESTCore Competencies:Organizational skillsPrioritize focus and workloadClient focusWork ethicAttention to detailAbility to remain versatile and multitaskAbility to demonstrate flexibility in a fast changing environmentPreferences:1-2 years of financial services experience, preferredBachelor's degree preferably in business or financeSIE/S7Adobe, Box, ClientWorks, Documentum, LexisNexis, MS Dynamics, Nice CXone, ServiceWorks, SharePoint, SmarTerm BETA, Smartsheet, WorkdayPay Range:$23.72-$39.52/hourActual 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