Product Support Specialist

Job Overview :

At LPL Financial, we care about our advisors! The Product Support Team works in a fast-paced environment, taking approximately 30-35 inbound calls per day from Financial Advisors and their assistants.

We assist them with navigational aspects and troubleshooting of our proprietary financial technology software, as well as a multitude of other financial applications and platforms, including internet browsers, mobile applications, email, and affiliate technology.

In the event an advisor should contact our support team, we empower our representatives to resolve the issue on first contact.

We are passionate about our advisors and work to please them on every interaction.

Responsibilities :

• Provide exceptional customer service to Financial Advisors, their assistants and their clients, and LPL internal business partners in navigating and troubleshooting proprietary LPL and vendor software, as well as multiple office applications and browsers.
• Provide timely updates on all ongoing support issues into service tracking system logs detailed report of issues, and collaborate with escalation teams to ensure timely reporting and response.
• Provides new and existing customers with the best possible service in relation to application inquiries, service requests, suggestions and complaints.
• Resolves customer inquiries and complaints, quickly, fairly, and effectively in compliance with the financial regulations.
• Gain moderate understanding of financial industry terms, while maintaining a working knowledge of cataloged issues to ensure awareness and create alternative solutions.
• Overall, engineer quality client experiences that promote the company values through positive positioning and professional language, courtesy, and striving to exceed the client’s expectations.

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 :

1-3+ years of experience in Customer Service within the Financial Services or Information Technology industry.

Core Competencies :

• Proficiency working in Microsoft Windows, Office, Exchange, iOS, Android, and with multiple browsers.
• Problem solving skills & attributes along with the ability to multi-task.
• Ability to simplify and clarify complex information demonstrating excellent phone and written communication and listening skills.
• Strong customer focus, excellent verbal and written communication skills, including proficient typing skills, a strong work ethic, and must be organized.
• Demonstrate adaptability in an ever-changing environment.

Certifications Preferred :

• Series SIE
• Microsoft Office Specialist Certification (MOS)
• Microsoft Certified Professional (MCP) certifications
• CompTIA A+
27 days ago