AVP, Client Experience Manager

Role Overview

• Serve as primary point of contact for complex cases and escalations and ensure they are addressed in a timely manner and with high accuracy.
• Work with cross functional leadership teams to partner in resolving friction items and identify continuous improvement opportunities to increase ease of doing business.
• Ensure connectivity and communication between roles via regular team meetings and status updates.
• Utilize and maintain a client-level performance dashboard, including Net Promoter Score, Pod optimization metrics, case resolutions and response times, continuous improvement opportunities identified for the firm, and overall retention which either meet or exceed goals set.
• Proactive outreach campaigns (reducing items not in good order (NIGO), specialized training, etc.), and reactive day-to-day case escalations, problem solving and team/individual check-ins either via the phone or email.
• Utilize key metrics and reporting to proactively identity trends
• Solicit feedback to identify opportunities for personalization and program improvement.
• Relationship building and collaboration with internal partners and clients to overcome obstacles and find solutions and explain/understand the "why".
• Work with leadership team to identify and execute professional development opportunities for all staff.
• Resolve performance and staffing issues and quickly escalate any risks and concerns to leadership
• Participate in town halls, webinars and client engagement strategies as needed and influence our client’s firm-wide experience with LPL.

Requirements

• Minimum of 3 years’ experience in the finance industry with strong background in service, operations or compliance
• Bachelor’s degree or 2+ years of college level courses with commensurate financial services work experience
• Series 7 required.

Benefits

• 401K matching
• health benefits
• employee stock options
• paid time off
• volunteer time off