Full Job Description
The Service Center Manager is a full-time position reporting to the AVP, Service Center. This position will manage 10 - 15 Service Professionals in the LPL Financial Service Center. The Service Center is the first point of contact for LPL Financial Advisors who have inquiries related to service and operational needs. The ideal candidate would have experience managing a Client Support call center team.
Responsibilities:
• Handle Financial Advisor immediate escalations needing management contact and advanced support issues
• Monitor, coach, set performance goals, and motivate staff
• Help frontline agents with question from advisors and office staff. Assist in the training process of support staff. Track their training progress and decide when they have reached milestones to move them on the next level of training
• Administrative management duties: timecard approvals, interviews, review time off requests, track attendance etc
• Candidate must have proven ability to successfully manage multiple responsibilities and meet deadlines
• Provide superior customer service to a large base of financial advisors by handling incoming phone calls when needed including escalations
• Advise AVP/VP when there is a need for progressive counseling of a Service Professional. Assist in writing and presenting the action plan and guidance to improve the Service Professional's performance
• Monitor Frontline ACD performance reports looking for trends and areas of improvement
• Interview and make staffing decisions for hiring Service Professionals
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.
Job Requirements:
• Experience as a team lead or manager of a team
• SIE required to apply. Series 7 can be obtained within 90 days of employment
Preferences:
• Bachelor's Degree or 6+ years progressive experience in related fields•
• Financial services or FinTech experience
• Training in multiple skills Move Money, Transfers, New Accounts and Direct Business
• Call center or service center high volume call and team management
• Professional coaching certifications
• Knowledge of project management tools and techniques
• Experience managing hybrid employees (in-office and remote)
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!
