Service Support Professional
Where Ambition Meets Innovation
Build a career that matches all your initiative with an impressive dose of innovation. From cutting-edge resources and a collaborative environment to the freedom to make an impact and more, you’ll find the ingredients you need at LPL Financial to shape your success while helping clients pursue their financial goals.
As the leader in delivering an elite and differentiated service experience, EQA Gold Service Support Professional will be to deliver above and beyond, one-stop-shop service to our Top Equitable financial advisors. You will also support internal employees by working together to provide LPL Financial customers with world class service. You will be responsible for providing solutions that produce results for Advisors and end client needs. As a subject matter expert, you will support your team’s knowledge base and consult on coaching and training opportunities.
Responsibilities:
Efficiently handle inbound phone calls from Equitable Gold Advisors and provide backup support for all other Equitable skills
Research complex situations, set customer expectations, and define the actions necessary to resolve the situation
Assume ownership of the inquiry and see it through to a timely resolution
Provide real time support to research standard and complex issues, set expectations, and define the actions necessary to resolve escalations
Assist with projects to improve the advisor experience and overall team efficiency.
Conduct offline duties such as working the EQA Mailbox, Level 2 calls and Case Quality Control
Actively participate in customer service training and other training to remain current with operational policies and procedures
Monitor and respond to email correspondence in a timely manner
Work in a team environment assisting team members with questions & handling escalated items
Utilize management for guidance when dealing with an escalation in order to work through and resolve the escalation while keeping ownership. Assist in the resolution of escalated issues
Identify process/procedure enhancements that drive the business forward and promote change
Assists and/or conducts team huddles
Assist with projects to improve the advisor experience and overall efficiency
Improve resource content in Iknow, Resource Center and SharePoint
Maintain and improve team knowledge base with daily huddle emails and refresher training material, along with providing dedicated support to new hire staff
What are we looking for?
We want strong collaborators who can deliver a world-class client experience. We are looking for people who thrive in a fast-paced environment, are client-focused, team oriented, and are able to execute in a way that encourages creativity and continuous improvement.
Requirements:
Associate degree or equivalent work experience in a related discipline
1-2 years of previous Equitable experience
Positive, customer-focused attitude and demeanor with a desire to provide best-in-class service.
Trained in New Accounts, Direct Business, Account Transfers, and Move Money
Excellent verbal and written communication skills
MS Office experience
Core Competencies:
Excellent organizational skills
Effectively prioritize focus and workload
Strong client focus
Strong work ethic
Strong attention to detail
Ability to remain versatile and multitask
Ability to demonstrate flexibility in a fast changing environment
Preferences:
1-2 years of financial services experience, preferred
Bachelor's degree preferably in business or finance
SIE/S7 preferred
Adobe, Box, ClientWorks, Documentum, LexisNexis, MS Dynamics, Nice CXone, ServiceWorks, SharePoint, SmarTerm BETA, Smartsheet, Workday
Pay Range:
$23.72-$39.52/hourCompany Overview:
LPL Financial Holdings Inc. (Nasdaq: LPLA) is among the fastest growing wealth management firms in the U.S. As a leader in the financial advisor-mediated marketplace(6) , LPL supports over 32,000 financial advisors and the wealth management practices of approximately 1,100 financial institutions, servicing and custodying approximately $2.3 trillion in brokerage and advisory assets on behalf of approximately 8 million Americans. The firm provides a wide range of advisor affiliation models, investment solutions, fintech tools and practice management services, ensuring that advisors and institutions have the flexibility to choose the business model, services, and technology resources they need to run thriving businesses. For further information about LPL, please visit www.lpl.com.
At LPL, independence means that advisors and institution leaders have the freedom they deserve to choose the business model, services, and technology resources that allow them to run a thriving business. They have the flexibility to do business their way. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors and institutions, so they can take care of their clients.
For further information about LPL, please visit .
Join the LPL team and help us make a difference by turning life’s aspirations into financial realities. Please log in or create an account to apply to this position. Principals only. EOE.
Information on Interviews:
LPL will only communicate with a job applicant directly from an @lplfinancial.com email address and will never conduct an interview online or in a chatroom forum. During an interview, LPL will not request any form of payment from the applicant, or information regarding an applicant’s bank or credit card. Should you have any questions regarding the application process, please contact LPL’s Human Resources Solutions Center at (855) 575-6947.
EAC 5.19.26