Service Team Lead

LPL Financial LLC; Fort Mill (SC); Hybrid; USD 39,000 - 63,000; Full time

Benefits offered by this job

401K matching

Health benefits

Employee stock options

Paid time off

Volunteer time off

Job summary

LPL Financial Holdings Inc. is seeking a Service360 Team Lead to support an inbound call center for Financial Advisors in Fort Mill, SC. You will guide the team to independently resolve advisor needs while driving performance and quality service.

Responsibilities include handling complex calls, coaching, onboarding new members, and communicating feedback to product managers. Requires collaboration and a focus on client success in a fast-paced environment.

Qualifications

• 1-2 years of customer service experience.
• 1-2 years of financial services experience.
• SIE required or must be obtained within 90 days.

Responsibilities

• Handle elevated or complex calls and take ownership of resolution.
• Provide phone support on the phone lines during periods of high call 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 calls and review associate reports to identify product-related feedback from advisors and follow established procedures to communicate insights to product managers.

Skills

Customer service

Financial services

Verbal communication

Written communication

Organizational skills

Time management

Feedback giving

Team collaboration

Education

SIE certification or within 90 days

Tools

MS Office

BETA

ClientWorks

Account View

Job description

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.The Service360 Team Lead plays a key role in supporting an inbound call center team focused on meeting the needs of our Financial Advisors. In this role, you will collaborate with the team to deliver exceptional service to LPL Financial clients. You will help guide the team toward independently resolving advisor needs while driving performance outcomes. As a subject matter expert, you will support ongoing learning, identify coaching opportunities, and contribute to training efforts. Additionally, you will engage in advisor outreach through demonstrations, escalations, and email communications as needed.Responsibilities:Handle elevated or complex calls and take ownership of resolutionProvide phone support on the phone lines during periods of high call 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 calls and review associate reports to identify product-related feedback from advisors and follow established procedures to communicate insights to product managers.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:1-2 years of previous 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 TransferCore Competencies:MS Office, BETA, ClientWorks, Account ViewVerbal and written communication skillsOrganizational and time management skillsClient focus and work ethicAbility to provide effective feedbackPreferences:Bachelor's degreePay Range:$27.88-$46.45/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