Job Overview:
Our Core Service Team Lead provides outstanding service while acting as a resource, leader, and mentor to frontline Service Professionals. The Service Team Lead instills a great customer service mindset in their peers, facilitates real time support, and assists with any situations before it becomes an escalation.
Responsibilities:
- Provide real time support to Core Service
- Partner with Operations to resolve complex and out-of-SLA issues
- Consult frontline Service Professionals on how to respond to customer issues effectively
- Monitor employee adherence, phone volumes, emails, and processing as needed
- Regularly exercise discretion and business judgment; research and resolve advisor issues before it becomes an escalation
- Help manager gather talking points for monthly coaching sessions
- Assist with Business Initiatives
- Provide service level recovery assistance as needed
- Subject matter expert on operational policies and procedures and be able to communicate them
- across all levels effectively, both internally and externally
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:
- Associate degree or equivalent work experience in a related discipline
- SIE Required OR obtain within 90 days
- 1-2 years of previous customer service experience
Core Competencies:
- Effective time management
- Effective peer coaching
- Strong client focus
- Strong desire to grow in leadership and personnel management
- Strong attention to detail
- Ability to remain versatile and multitask
- Ability to demonstrate flexibility in a fast changing environment
Preferences:
- 3 – 5 years of call center experience working in a financial service environment
- Bachelor’s degree, preferably in Business or Finance
- Prior Supervisory or Management experience
- Other FINRA licenses, or professional credentials or certifications
- Adobe, Box, ClientWorks, Documentum, Engage, LexisNexis, Medallia, MS Dynamics, Nice CXone, ServiceWorks, SharePoint, SmarTerm BETA, Smartsheet, Tableau, Webstation, Workday
Pay Range:
$30.65-$51.05/hour
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!
