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The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (COVID-19), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at LPL Financial.As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our recruiters will explain what type of interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions that you have. You can also email us at LPLFinancialHiring@lplfinancial.com.
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AVP, Care, Service Center

Job ID: R-019724 Date posted: 12/22/2021 Primary Location CA-San Diego Other Locations SC-Fort Mill

Why LPL?

Discover your opportunity with LPL Financial, a leader in the retail financial advice market and the nation’s largest independent broker/dealer with over 17,000 financial advisors and over 4,500 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 AVP will allow you to support financial advisors by offering an extraordinary quality service experience. Our service team’s main priority is to create a personalized and allegiant support system for our clients so they can focus on growing their practice. Being flexible and adaptable to competing priorities will be key success factors for this position.

Job Description

The Service AVP is responsible for leading a team of Service Managers and Service Professionals charged with servicing of LPL Financial advisors via multiple service channels such as phone, email and live chat. The AVP will be expected to execute against the department goals in alignment with the strategic company priorities. The AVP will work as a team with peer leaders to maintain consistency of message and practice across the Service organization. The AVP is focused on the development of team members to deliver a best-in-class experience in an engaging and rewarding environment while innovating for efficiency.

Responsibilities

  • Creates a team environment that encourages and inspires sharing of best practices and seeks new ideas
  • Fosters a culture of engagement, diversity and inclusion
  • Motivates team during times of organizational stress, ambiguity and change
  • Manage team schedules, PTO requests, adherence to schedule and capacity planning in workforce management tool. Collaborate with management for center-wide staff planning.
  • Attend, implement and exhibit leadership development program components
  • Provides constructive, meaningful, timely and actionable feedback to maintain and improve results
  • Works closely with team members to create meaningful goals and provide feedback to facilitate higher levels of performance and support employee career development
  • Creates a climate in which people want to do their best; empowers others; delegates tasks and instills the importance of their work
  • Fosters a learning culture; coaches to advisor experience satisfaction in each opportunity
  • Communicates ideas, facts, data and conclusions so that others are persuaded to act
  • Thinks innovatively and looks beyond accepted practices for fresh perspectives
  • Daily duties include: 1x1 discussions, team meeting facilitation, calibration, scheduling, interviewing, coaching, attending business partner meetings, handling escalations and reporting of results.

Requirements

  • Candidates must have a minimum of three years of contact center leadership experience
  • Bachelor’s degree or six or more years of experience with three or more years in a leadership capacity; preference given to candidates with financial services industry experience
  • Minimum FINRA Series 99 license required within 90 days of employment
  • Proven ability to lead, develop and coach professionals while possessing strong mentoring and employee development skills.
  • Demonstrated a high degree of professional maturity and leadership

Additional Knowledge, Skills and Experience Desired

  • FINRA licenses (Series 6, 7, 24 or 26)
  • Deep desire to help others succeed
  • Proven expert for providing superior experiences
  • High degree of business acumen and ability to work closely with leadership and proven ability to partner with cross-functional teams
  • Operates well in a fast-paced environment. Self-starter, ability to execute without significant oversight and ability to juggle multiple priorities
  • Knowledge of the financial industry; remains informed of changes in the industry, landscape and regulatory environment

The LPL Difference

LPL is transforming our culture and our commitment to the ease of doing business. Making it easier for advisors to do business with us is our top priority. No matter what your role or department, at LPL we all own this. Knowing this we are all empowered to make things simpler and do what is best for advisors and their investors.

At LPL Financial, our work makes a difference. That is why we share a passion for doing it ethically and exceedingly well. Because we have a clear focus and we are empowered to deliver results, we see every day that we are creating something special together.

LPL Financial has a “we” philosophy rather than a “me” philosophy. Our benefits packages are built to support our colleagues and their families by providing programs that foster health, peace of mind, work/life balance, as well as support for your financial and social goals and commitments. Sound too good to be true? See for yourself and learn more about our benefit offerings.

Communicating directly with our clients (Financial Advisors/Professionals) by phone for up to 90 percent of your day

  • Research complex situations, set client expectations, and define the actions necessary to resolve inquiries
  • Educate clients on the use of technology to monitor, maintain, and service their operational needs
  • Communicate operational and financial industry policies and procedures
  • Assume ownership of inquiries and see them through to a timely resolution
  • Adhere to compliance/risk procedures and exhibit detailed attention to policies while maintaining focus on investors’ best interest
  • Complete operational tasks including data input
  • Communicate with internal departments to ensure we meet our clients expectations for timely service delivery
  • Actively participate in training to remain current with operational policies and procedures
  • Drive customer experience to high levels of satisfaction by adhering to our corporate values

Why 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 @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 (800) 877-7210.

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