Client Experience Manager

LPL Financial•Fort Mill, SC

6d•$28 - $47

About The Position

The Client Experience Manager (CEM) in Client Compensation is responsible for owning escalated matters to completion and partnering with closely related business units to solve an issue. This role partners with technical analysts to produce data results and is responsible for understanding and presenting the issue in an advisor-friendly format, setting proper expectations and managing corrections to completion between business units.

Requirements

5+ years of service or comparable experience
3+ years of experience in Financial Services industry or comparable experience
3+ Proficiency in Microsoft Excel skills (e.g. pivot tables, advanced functions)
Understanding of the advisor role
Organizational and critical thinking skills
Advanced analytical and problem solving skills
Advanced listening skills with a focus on understanding each advisor’s unique needs

Nice To Haves

Knowledge of how LPL Commission and Operations
Experience with commissions systems (Oracle)
Phone service experience, managing a mailbox
Microsoft Suite experience (Word, PowerPoint, Outlook, Teams)
Securities Industry Essentials (SIE) Certification
Bachelor’s degree

Responsibilities

Owning and coordinating multifaceted and escalated cases to completion for Strategic Wealth advisors and internal partners.
Setting expectations regularly with advisors and business partners on status of requests and providing education on the process.
Coordinating with technical analysts to produce custom reports and utilize reporting to provide consultation to business partners and Advisors regarding various commission related inquiries.
Creating and presenting educational material on Client Compensation for business partners and Advisors.
Operating as business representatives for process improvement projects, acquisitions, and high touch inquiries.
Working with related business units to assist on conversions and educating advisors pre and post conversion.
Project manage initiatives for process and product improvements within Client Compensation.
Processing functions to include new advisor onboarding, compensation corrections, Strategic Wealth B2B fee processing, Query Batch and any ad hoc requests from internal partners.