Lead Technology Support Professional

Are you a team player? Are you curious to learn? Are you interested in working in meaningful projects? Do you want to work with cutting-edge technology? 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 18,000 financial advisors, 800 institution-based investment programs and 450 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 stakeholder relationships, because they know their clients best. Simply put, we take care of our advisors, so they can take care of their clients.

The Service Resolution Professional (Lead Advisor Technology Support Team) position is a full time position located in San Diego reporting to the Manager of Advisor Technology Support Team. This role will assist the manager in supervising 10-16 Advisor Technology Support agents within LPL Financials Advisor Technology Support Team. ATST is the first point of contact for LPL Financial Advisors who have inquiries regarding the use of LPL Financial proprietary software. The Lead position will oversee staff on the Advisor Technology Support Team, whose focus is primarily on software support inquiries. The ideal candidate would have experience managing a Advisor Technology Support Team.

Essential Functions:

• 20 % - Handle Financial Advisor immediate escalations needing management contact and advanced technical support issues.
• 20 % - Monitor, coach and motivate staff.
• 20 % - Review Siebel incident escalation queue
• 20 % - Administrative management duties: Interviews, review time off requests, track attendance etc
• 20 % - Help frontline agents with question from advisors and office staff. Assist in the training process of support staff. track their training progress and decide when they have reached milestones to move them on the next level of training.

Other Job Duties:

• Troubleshooting Skills
• Ability to Multitask
• Develop product and training schedules
• Provide superior customer service to large base of financial advisors through escalations                                                                                     
• Ensure proper escalations of incidents following the ATST escalation process
• Advise Frontline Manager/ AVP when there is a need for progressive counseling of a team member
• Maintain team’s backlog to ATST standards
• Monitor Frontline ACD performance reports looking for trends and areas of improvement
• Play a key role in maintaining ATST’s standard for service level
• Write and Post ClientWorks welcome screen and hotline messages to communicate with financial advisors

Job Requirements:

• Bachelors degree or equivalent work experience in a related discipline required. 
• 2-3 years of call center experience in the Help Desk / Technical Support environment
• 1+ yrs experience Supervising staff
• Strong problem solving and customer service skills necessary
• Solid working knowledge of PC based computer hardware and software required; experience in a software development customer service environment strongly preferred
• Strong oral and written communication skills and the ability to work independently are required to identify problems and implement solutions in a team environment
• Effectiveness in this role requires strong leadership abilities  
• Organizational Skills
• Ability to work independently
• Ability to work under pressure
• Ability to multi-task
• Participation in training sessions
• Contribution of ideas on how to improve the team
• Cooperation on special projects
• Initiative to go beyond requirements
• Follow up skills
• Prioritization skills
• Leadership skills

Pay Range:

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.

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 (855) 575-6947.