Service Resolution Professional

Job Overview:

The Service Resolution Professional will support our frontline and level two associates with high priority
service issues, manage escalated inquires and assist with knowledge sharing. This will include
resolving escalations and complex scenarios from our clients regarding death and divorce related
inquires. The Service Resolution Professional will also be responsible for coaching and guidance for
our internal and external clients. Being strongly engaged, flexible and adaptable to competing priorities
will be a key success factor for this position.
 

Additionally, the Cash Management Operations department offers opportunities to participate and contribute in team projects and training that supports your career development and advancement. Our organization and team’s main priority is to create a reliable support system for our clients so they can easily navigate through estate-related inquires on behalf of their client’s and ultimately continue to grow and strengthen their practice.
 

Responsibilities include, but are not limited to:

• Complex Document Review – Responsible for reviewing documentation such as Letters of
  Testamentary, Trust Agreements, QDRO, Divorce Decrees, and other estate-related paperwork
  as it pertains to both death and divorce situations.
• Escalation Review – Provide support and manage escalated issues in a timely manner and be
  the point of contact for Case resolution. Facilitate the proper handling of client complaints per
  regulatory requirements by communicating to and collaborating with our Compliance, Legal and
  Risk teams when necessary.
• Continuous Learning and Process Improvement – Responsible for keeping apprised of and
  promoting new processes and controls, actively leading in daily huddles and participating in
  monthly department meetings. Providing feedback and process improvements to drive the
  business forward.
• Team Support – Responsible for actively participating in team training program and new hire
  onboarding experience. Assist in maintaining positive and supportive workplace environment by
  taking initiative to offer assistance to individual team members when appropriate. Deliver regular
  positive feedback and coaching opportunities to support the team’s development.
• Phone Support – Provide support with level two complex death/divorce-related issues via
  inbound calls. Take ownership of each inquiry as the main point of contact and provide First Call
  Resolution when possible. For complex requests, take ownership of the Case that results in
  follow up phone calls, processing and proper documentation.
• Processing – Responsible for processing various Death and Divorce Claims escalations, as
  well as monitoring each request through to completion. Tax operations review and processing
  will also be required. Complete proper documentation for each request to update business
  partners as well as comply with departmental reporting standards.
   

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:

The ideal candidate will possess the following:

• MS Office experience
• Bachelor’s degree; preferably in business, accounting, or finance
• 3-5 years brokerage/financial services industry knowledge, preferred
• FINRA SIE & FINRA Series 7/63, preferred

Core Competencies:

• Must have excellent verbal, listening, and written skills
• Excellent phone communication skills
• Leadership and people management skills
• Strong customer focus
• Extremely organized
• Adaptive and flexible
• Ability to multi-task in a fast-paced environment
• Leads by example and ensures a high-quality client experience
• Previous experience with trust/estate or legal administration
• Leadership and people management experience

Pay Range:

Company Overview:

LPL Financial Holdings Inc. (Nasdaq: LPLA) was founded on the principle that the firm should work for advisors and institutions, and not the other way around. Today, LPL is a leader in the markets we serve, serving more than 23,000 financial advisors, including advisors at approximately 1,000 institutions and at approximately 580 registered investment advisor ("RIA") firms nationwide. We are steadfast in our commitment to the advisor-mediated model and the belief that Americans deserve access to personalized guidance from a financial professional.

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.

Join LPL Financial: Where Your Potential Meets Opportunity

At LPL Financial, we believe that everyone deserves objective financial guidance. As the nation’s leading independent broker-dealer, we offer an integrated platform of cutting-edge technology, brokerage, and investment advisor services.

Why LPL?

• Innovative Environment: We foster creativity and growth, providing a supportive and responsive leadership team. Learn more about our leadership team here!
• Limitless Career Potential: Your career at LPL has no limits, only amazing potential. Learn more about our careers here!
• Unified Mission: We are one team on one mission—taking care of our advisors so they can take care of their clients. Learn more about our mission and values here!
• Impactful Work: Our size is just right for you to make a real impact. Learn more here!
• Commitment to Equality: We support workplace equality and embrace diverse perspectives and backgrounds. Learn more here!
• Community Focus: We care for our communities and encourage our employees to do the same. Learn more here!
• Benefits and Total Rewards: Our Total Rewards package goes beyond just compensation and insurance. It includes a mix of traditional and unique benefits, perks, and resources designed to enhance your life both at work and at home. 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 @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.

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