Job Overview:The Service Center Manager at LPL Financial Corp is responsible for leading and developing a team of financial service professionals to deliver exceptional support to financial advisors and their clients. This role focuses on optimizing operational efficiency, ensuring service level agreements are met, and fostering a positive and productive work environment.
Responsibilities:- Manage, mentor, and motivate a team of Service Center Representatives/Case Managers, including performance reviews, coaching, and professional development.
- Oversee daily operations of the Service Center, ensuring adherence to established policies, procedures, and service standards.
- Monitor key performance indicators (KPIs) such as call volume, average handle time, first-call resolution, and customer satisfaction, implementing strategies for continuous improvement.
- Resolve escalated service inquiries and complex issues from advisors and clients, ensuring a timely and satisfactory resolution.
- Develop and implement training programs for new hires and ongoing skill development for existing team members.
- Collaborate with other departments (e.g., Operations, Technology, Compliance) to streamline processes and enhance the overall advisor experience.
- Identify and implement process improvements and technological enhancements to increase efficiency and effectiveness of the Service Center.
- Ensure compliance with all relevant industry regulations and internal company policies.
- Prepare and analyze reports on Service Center performance, identifying trends and recommending actionable insights to senior management.
- Contribute to the strategic planning and goal setting for the Service Center department.
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:- Bachelor's degree in Business Administration, Finance, or a related field; or equivalent work experience.
- 5+ years of experience in a customer service or operations management role, preferably within the financial services industry.
- SIE Required
- FINRA Series 7 or willingness to obtain within 90 days
Core Competencies:- Proven track record of success in leading a high-performing service team.
- Strong understanding of financial products, services, and regulatory requirements.
- Excellent communication (verbal and written), interpersonal, and leadership skills.
- Demonstrated ability to analyze data, identify trends, and implement effective solutions.
- Proficiency with CRM software and other call center technologies.
- Ability to work effectively in a fast-paced and dynamic environment.
- Strong problem-solving and decision-making abilities.
Pay Range: $66,744.00 - $111,240.00
Actual 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!
