Service Resolution Professional

Service Resolution Professional (SRP)

The Service Resolution Professional (SRP) for the Cash Management Wires & NIGO Callout teams is responsible for daily supervision of queues, monitoring of all wire processing and call handling, and client verification processes for quality control and risk. The SRP also assists in the supervision of a team of associates; examines wire transactions for potential fraudulent activity and escalates such activity to the appropriate risk group. This role may also assist with duties associated with other Cash Management teams / queues, external business partners, assist with projects, and field complex inquiries, etc.

This role is responsible for coaching and guidance for our internal and external clients. Additionally, the Cash Management Operations department offers opportunities to participate, lead, and contribute to team projects and training that supports career development and advancement. Reviewing associate submitted wire requests for funds availability, special instructions, and red flags, performing a series of tests and documenting results. Cross training to assist with various deposit and distribution processes for retirement and non-retirement accounts to assist with overall departmental production goals. Assisting with our NIGO reduction efforts and related programs.

Responsibilities :

• Reviewing and investigating potential suspicious activity as derived from the variety of systems, including suspected money laundering or structuring of financial transactions to avoid government reporting requirements
• Assisting management with the generation and management of various risk related reports or presentations
• Supervising daily responsibilities of team; including assessing and evaluating volumes / queue management, re-allocating resources as necessary, sending out daily assignments to meet SLAs, and reviewing the internal mailboxes
• Assisting with all wire related processes, various account corrections, and complex issues
• Assisting with all NIGO Callout related processes, department escalations and complex issues
• Creating training documentation such as guides, tip sheets, alerts, coaching notes for associates
• Working with associates on call quality, sharing best practices for call handling and de-escalation
• Conducting training and development meetings and providing recommendations to management on various management-related items
• Assisting the team with policy / procedural related questions and provide assistance when necessary to help the completion of various requests and providing additional training if needed
• Assisting management with the completion of various firm and department audits and projects

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 :

Core Competencies :

Preferences :

Pay Range :

$26.39-$43.99 / hour. Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location. Additionally, LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more. Your recruiter will be happy to discuss all that LPL has to offer!

Company Overview :

LPL Financial Holdings Inc. (Nasdaq : LPLA) is among the fastest growing wealth management firms in the U.S. As a leader in the financial advisor-mediated marketplace. LPL supports over 29,000 financial advisors and the wealth-management practices of 1,100 financial institution, servicing and custodying approximately $1.9 trillion in brokerage and advisory assets on behalf of approximately 7 million Americans. The firm provides a wide range of advisor affiliation models, investment solutions, fintech tools and practice management services, ensuring that advisors and institutions have the flexibility to choose the business model, services, and technology resources they need to run thriving businesses.

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.