Service Professional - Equitable Gold

Position: Service Experience Professional - Equitable Gold
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 Share Point 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 discipline1-2 years of previous customer service 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 skillsMS Office experience

Must have Equitable Service Experience This is for a Closing shift – 10:30 AM EST- 7:00 PM EST

Core Competencies:

Organizational skills

Prioritize focus and workload

Client focus

Work ethic

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 financeSIE/S7

Adobe, Box, Client Works, Documentum, Lexis Nexis, MS Dynamics, Nice CXone, Service Works, SharePoint, Smar Term BETA, Smartsheet, Workday Pay Range:$23.72-$39.52/hour Actual base salary varies based on…