This job has expired, please see additional jobs below
Service Resolution Professional
LPL Financial
San Diego, CA, United States
Job Details - this job has expired, please see similar jobs below
Discover your opportunity with LPL Financial, a leader in the retail financial advice market and the nation’s largest independent broker/dealer with over 15,000 financial advisors and over 4000 corporate employees where we respect and appreciate the diversity of our employees, our clients, and the communities we serve.
Joining our team as a Service Resolution Professional will allow you to support financial advisors by offering an extraordinary quality service experience. Our service team’s main priority is to create a reliable support system for our clients so they can easily grow their practice. Being flexible and adaptable to competing priorities will be key success factors for this position.
What you’ll do
The primary role of a Service Resolution Professional is to support an in-bound call center team dedicated to servicing the needs of our Independent Advisors. You will support 12 to 14 employees by working together to provide a group of LPL Financial customers with world-class service. Answering questions from Service Professionals and Advisors will be a high priority. You will be responsible for guiding the team to self-solution advisor needs and produce results. You are expected to provide subject matter expertise to support the team’s learning and to identify coaching and training opportunities.
The Expertise Were Looking For
• •Associate’s degree required, Bachelor’s a plus.
• •Series 6, 7, or 24 preferred, or ability to obtain the required Series 99 within 90 days
• •1-2 years prior LPL service, operations or sales experience, qualified candidates from LPL Operations, and various non-financial service related fields considered
• •Prior Supervisory or Management experience a plus
• •Must have excellent telephone service skills and desire to pursue career in customer service in call center environment
• •Proficient in Microsoft Office and web based applications
• •Ability to assist customers in call center environment while accessing data via multiple PC lookup applications
• •Must have excellent PC and data input skills
• •Desire to lead and develop others
• •Excellent verbal & written communication skills
• •Strong problem solving skills
• •Positive, customer focused attitude and demeanor with a desire to provide outstanding service
• •Ability to work effectively and foster a team environment
• •Ability to learn complex financial information & terminology at a fast pace; accurate with attention to details
The Skills You Need
• •45 % Call/Queue Management, Ownership of Work
◦ •Take SME line calls from Service Professionals and provide effective guidance/coaching
◦ •Handle elevated or complex calls and take ownership of resolution
• •30% Support, Research and Own Complex Requests/Escalations
◦ •Own inquiries and see them through to a timely resolution
• •15% Operating Model/Continuous Process Improvement Focus
◦ •Walk the floor a minimum of one time per day and field questions from team
◦ •Participate in Queue watch to ensure staff has support with issues
◦ •Lead team meetings and huddles as needed
• •10% Training
◦ •Onboard new team members and provide real time coaching to Service Professionals
◦ •Receive feedback from Service Professionals to facilitate process improvements and identify training opportunities
Other Job Duties:
• •Build Relationships with Service Escalation Team and Business Consultants to assist in resolving Advisor escalations
• •Facilitate conference calls as needed to collaborate and resolve complex issues
• •Handle team management in absence of manager