Client Success Professional

1 month ago

Knoxville, Tennessee, United States LPL Financial Full time

Are you a team player? Are you curious to learn? Are you interested in supporting others as they grow their business? Are you interested in being part of a team that is working to transform and do things differently? If so, LPL Financial is the place for you

LPL Financial (Nasdaq: LPLA) was founded on the principle that the firm should work for the advisor, and not the other way around. Today, LPL is a leader* in the markets we serve, supporting more than 22,000 financial advisors, 1,100 institution-based investment programs, and 500 independent RIA firms nationwide. We are steadfast in our commitment to the advisor-centered model and the belief that Americans deserve access to personalized guidance from a financial advisor. At LPL, independence means that advisors have the freedom they deserve to choose the business model, services, and technology resources that allow them to run their perfect practice. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors, so they can take care of their clients.

The Client Success Professional in Client Technology Management (CTM) is a work stream subject matter expert (SME) responsible for the execution and delivery support strategies with process optimization, risk mitigation, and new product integration. This role collaborates with members of the team to maintain process documentation standards, drive continuous improvement, support proficiency development and product integration to ensure the objectives are met. The Client Success Professional supports one or more work streams within the portfolio, and engages with our customer care model by handling inbound calls, making outbound calls to our clients and other departments to resolve tier 2 support on escalations and non-business as usual issues associated with advisor technology.

Responsibilities:

  • Delivering exceptional customer service to Financial Advisors, their assistants, and LPL Financial internal business partners as it relates to CTM by fielding a wide range of inquiries accurately and efficiently to ensure core business objectives are achieved.
  • Processing subscription requests to add, remove, or modify access to all advisor technology to multiple work streams across the organization's portfolio.
  • Providing application support for LPL's proprietary web based software and all third party applications connected to it; assisting with trouble shooting system and operational issues including, but not limited to, Web Brower Compatibility, Active Directory and Exchange Email, and Multi-factor authentication.
  • Developing and maintaining process review program to optimize client experience and employee efficiency.
  • Supporting training efforts within the team to develop team's proficiency and capabilities.
  • Maintaining desktop procedures to ensure standard operating procedures (SOPs) are up-to-date and current.
  • Working closely with Technical Support, Registration, New Client Onboarding, Business Transitions, Business Consulting, Cash Management, and Offshore Partners.
  • Working with CTM leadership as needed in support of research, training, and system/process changes.
  • Providing testing support for technology releases.
  • Working with STO Risk Management (STORM) and Internal Audit to support risk mitigation efforts.
  • Assisting with value stream analysis of key tasks and supporting/leading process improvement initiatives.
  • Supporting projects with a CTM lens to assess impact and provide guidance on best practices.

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:

  • Three to five years of Financial Services experience
  • Proficiency in Microsoft Office

Core Competencies:

Excellent verbal and written communication skills including interpersonal skills with the ability to interact with various levels of personnel in addition to encouraging and building positive relationships

  • High energy self-starter; must be able to take the initiative with minimal guidance and be comfortable working both as an individual and as part of a team
  • Effective organization and time management skills, with ability to multi-task, and manage multiple on-going assignments
  • Advanced attention to detail with a proactive approach to solving and preventing problems
  • Advanced analytical skills and transformative mindset
  • Ability to prioritize responsibilities to ensure deadlines provided by regulators and firm are followed

Preferences:

  • Bachelor's Degree
  • Understanding of Oracle, Documentum, and MS Dynamics
  • Knowledge of ASAT, Salesforce, Adobe Professional
  • FINRA licensing

Pay Range:

$25.06-$41.77/hourActual 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 offerWhy LPL?

At LPL, we believe that objective financial guidance is a fundamental need for everyone. As the nation's leading independent broker-dealer, we offer an integrated platform of proprietary technology, brokerage, and investment advisor services. We provide you with a work environment that encourages your creativity and growth, a leadership team that is supportive and responsive, and the opportunity to create a career that has no limits, only amazing potential.

We are one team on one mission. We take care of our advisors, so they can take care of their clients.

Because our company is not too big and not too small, you can seize the opportunity to make a real impact. We are committed to supporting workplace equality, and we embrace the different perspectives and backgrounds of our employees. We also care for our communities, and we encourage our employees to do the same. This creates an environment in which you can do your best work.

Want to hear from our employees on what it's like to work at LPL? Watch this

We take social responsibility seriously. Learn more here

Want to see info on our benefits? Learn more here

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 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

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