Service Team Lead: Advisor Support & Training

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

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.