Virtual Service Manager

Less than 5 years experience  •  Financial Services

Salary depends on experience
Posted on 02/22/18
Fort Mill, SC
Less than 5 years experience
Financial Services
Salary depends on experience
Posted on 02/22/18

The primary role of the LPL Virtual Administrator Services (VAS) manager will be to provide support to a team of Virtual Administrators to include:  handling escalations, assisting staff with questions, and monitoring performance of team.  In addition, manager will be responsible for ensuring the advisor experience is a positive one resulting in contract renewal.

Specific Responsibilities Include:

  • •Monitor and evaluate calls taken by their Virtual Administrators
  • •Answer questions and provide support to team and advisors.
  • •Provide monthly coaching, at a minimum, to Virtual Administrators
  • •Review timecards for accuracy
  • •Monitor phone queues and real time adherence to ensure associates are adhering to their assigned schedules
  • •Set performance goals and measure Virtual Administrators against those goals
  • •Write and deliver performance reviews 
  • •Set-up telephony and technology for onboarding advisors
  • •Pair up new advisors with Virtual Admin based on advisor profile
  • •Discuss the Virtual Admin offering with interested advisors
  • •Host potential or existing advisors onsite or virtually
  • •Interview and make staffing decision for hiring Frontline Service Associates
  • •Identify trends and areas of improvement for staff and the VAS program
  • •Provide superior customer service to a base of financial advisors
  • •Advise Frontline AVP/VP when there is a need for progressive counseling of a team member.
    • •Assist in writing and presenting the action plan and guidance to improve the team member
  • •Play a key role in maintaining VAS  standard for service level and improvement
  • •Conduct daily huddle meetings to communicate new and current information to the entire VAS team
  • •Assist with information and documentation requirements for new accounts, transfers and complex (non-investment related) activities
  • •Regularly exercise discretion and business judgment; research and resolve customer issues
  • •Facilitate distribution of operational policy updates, system outages, and other pressing information to frontline associates.  Includes facilitating team huddles and conducting training presentations
  • •Assist in the resolution of escalated issues by taking ownership and acting as a liaison between our customers and LPL operations.  Seeking alternative solutions to ensure each situation is resolved to the customers satisfaction
  • •Partner with Operational contacts to resolve difficult and/or out of SLA issues
  • •Provide strong, compassionate, and visible leadership which foster positive attitudes and trust among employees and our advisors
  • •Manage vacation requests, approve timesheets, and ensure proper team queue coverage
  • •Work closely with internal managers of operations and organizational development and training
  • •Conduct monthly outreach meetings with advisors as needed

Qualifications:

• 3 - 5 years of call center experience working in a customer contact center environment.
• 3+ years of experience managing staff

3 + years of financial services experience
• Must be flexible to work varying schedules and hours as needed.
• Strong oral and written communication skills and the ability to work independently are required to identify problems and implement solutions in a team environment.
• Effectiveness in this role requires strong leadership abilities as well as a solid working knowledge of LPL policies and procedures

Job ID: R-002075.

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