Jobs · Business Development · Arizona

Client Experience Manager

LPL Financial · Tempe, AZ · 1 mo ago
Business Development$27.93–$46.55/hrFull-time
We need to output HTML fragment with sections: About the role? The posting includes "Job Overview:" then responsibilities list, then "What are we looking for?" then "Requirements:" then "Core Competencies:" then "Preferences:" then "Pay Range:" then "Your recruiter will be happy..." then "Company Overview:" then other boilerplate. We need to use

for section headings: e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must not repeat job title as heading. We must not include Job ID etc. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. So we need to strip out things like "Please log in or create an account to apply to this position. Principals only. EOE. Information on Interviews: ..." etc. Also "Company Overview:" maybe we can keep as "About the company" but we need to decide if we include a section. The instruction: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text. So we can include sections for About the role (Job Overview), Responsibilities, Requirements (maybe combine Requirements and Core Competencies and Preferences?), Skills (maybe Preferences?), Pay (Pay Range), Benefits (the Total Rewards package description), maybe Schedule not present so omit. Also Qualifications maybe not separate; we can treat Requirements as qualifications. We need to preserve all substantive information, not invent or summarize away detail. So we need to include the details from each relevant part. Let's extract: Job Overview: "The Client Experience Manager (CEM) in Client Compensation is responsible for owning escalated matters to completion and partnering with closely related business units to solve an issue. This role partners with technical analysts to produce data results and is responsible for understanding and presenting the issue in an advisor-friendly format, setting proper expectations and managing corrections to completion between business units." Responsibilities list (bulleted): - Coordinating workflow and resources on the Commonwealth Compensation team. Also, assisting with clearing requests and efforts for scheduled payout cycles. - Consulting and providing “white glove” tailored service to Commonwealth Advisors. - Processing and correcting any compensation issues for the employee model within a timely fashion. - Sharing trends and pain points with leadership and business partners to find solutions and pursue process improvements. - Providing subject matter support for other business units including coordinating resolution of escalated issues in group chats and individual consultations. - Assisting with service recovery efforts through coordination of resources to resolve issues with aged requests, escalated issues, and other complex activities that degrade the Advisor experience. - Assisting with conversions to Commonwealth throughout the year as the model continues to grow. - Supporting and, at times, leading initiatives to improve and enhance the Advisor experience while positively impacting the broader LPL organization. - Assisting the broader Client Compensation Service team with overflow calls and cases when needed. What are we looking for? paragraph: "We’re looking for strong collaborators who deliver exceptional client experiences and thrive in fast-paced, team-oriented environments. Our ideal candidates pursue greatness, act with integrity, and are driven to help our clients succeed. We value those who embrace creativity, continuous improvement, and contribute to a culture where we win together and create and share joy in our work." Requirements: - 5+ years of experience in Financial Services industry or comparable experience - 3+ years of proficiency in Microsoft Excel skills (e.g. pivot tables, advanced functions) Core Competencies: - Proven success working in customer service-related field - Understanding of the advisor role - Organizational and critical thinking skills - Strong verbal and written skills - Excellent phone communication, listening, and consultation and de-escalation skills – with a focus on understanding each advisor’s unique needs Preferences: - Knowledge of how LPL Commission and Operations - Experience with white glove customer service to advisors - Experience with commissions systems (Oracle) - Phone service experience, managing a mailbox - Microsoft Suite experience (Word, PowerPoint, Outlook, Teams) - Securities Industry Essentials (SIE) Certification - Six Sigma Yellow Belt certification - Bachelor’s degree Pay Range: "$27.93-$46.55/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." Benefits: "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: details about LPL Financial. Could be considered "About the company". Might be considered substantive. We can include a section maybe "About the company" but the allowed headings list includes About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Not "About the company". However we could put company overview under "About the role"? Probably not. The instruction says use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It says e.g., meaning those are examples, not exclusive? It says "Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." Likely they expect only those headings. So we should map content to those headings. Company overview could go under "About the role"? Not ideal. Maybe we can omit company overview because it's not required headings; but we must preserve ALL substantive information. If we omit, we lose info. However maybe we can incorporate company overview into "About the role" as a paragraph? The "About the role" heading is for role overview, not company. But we could still include company overview under "About the role" as additional context? Might be stretching. Alternatively, we could create a section "About the company" but not in allowed list; risk of being marked incorrect. Better to follow instruction: use those headings. So we need to fit company overview somewhere else, maybe under "About the role" as a brief note? But that would be mixing. Maybe we can treat "About the role" as the job overview, and we can add a separate paragraph after that for company overview but without a heading? The instruction says use

for section headings; doesn't forbid other headings? It says use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It might be implying those are the allowed headings. Safer to stick to those. Thus we will produce sections: About the role (Job Overview), Responsibilities, Requirements (maybe combine Requirements, Core Competencies, Preferences?), Skills (maybe Preferences?), Pay, Benefits. Qualifications maybe not needed if we covered in Requirements. But we could have Requirements and Qualifications separate: Requirements = experience and Excel; Qualifications = Core Competencies? But the list includes Qualifications as a possible heading. We could put Core Competencies under Qualifications. Preferences could be under Skills. Let's map: - About the role: Job Overview paragraph. - Responsibilities: list as
  • . - Requirements: 5+ years experience in Financial Services, 3+ years Excel proficiency. - Qualifications: Core Competencies list. - Skills: Preferences list. - Pay: Pay Range paragraph. - Benefits: Total Rewards description. We must not include headings with filler text. All have real content. We must not include duplicated lines. Ensure we don't repeat. Now produce HTML fragment:

    About the role

    The Client Experience Manager (CEM) in Client Compensation is responsible for owning escalated matters to completion and partnering with closely related business units to solve an issue. This role partners with technical analysts to produce data results and is responsible for understanding and presenting the issue in an advisor-friendly format, setting proper expectations and managing corrections to completion between business units.

    Responsibilities

    • Coordinating workflow and resources on the Commonwealth Compensation team. Also, assisting with clearing requests and efforts for scheduled payout cycles.
    • Consulting and providing “white glove” tailored service to Commonwealth Advisors.
    • Processing and correcting any compensation issues for the employee model within a timely fashion.
    • Sharing trends and pain points with leadership and business partners to find solutions and pursue process improvements.
    • Providing subject matter support for other business units including coordinating resolution of escalated issues in group chats and individual consultations.
    • Assisting with service recovery efforts through coordination of resources to resolve issues with aged requests, escalated issues, and other complex activities that degrade the Advisor experience.
    • Assisting with conversions to Commonwealth throughout the year as the model continues to grow.
    • Supporting and, at times, leading initiatives to improve and enhance the Advisor experience while positively impacting the broader LPL organization.
    • Assisting the broader Client Compensation Service team with overflow calls and cases when needed.

    Requirements

    • 5+ years of experience in Financial Services industry or comparable experience
    • 3+ years of proficiency in Microsoft Excel skills (e.g. pivot tables, advanced functions)

    Qualifications

    • Proven success working in customer service-related field
    • Understanding of the advisor role
    • Organizational and critical thinking skills
    • Strong verbal and written skills
    • Excellent phone communication, listening, and consultation and de-escalation skills – with a focus on understanding each advisor’s unique needs

    Skills

    • Knowledge of how LPL Commission and Operations
    • Experience with white glove customer service to advisors
    • Experience with commissions systems (Oracle)
    • Phone service experience, managing a mailbox
    • Microsoft Suite experience (Word, PowerPoint, Outlook, Teams)
    • Securities Industry Essentials (SIE) Certification
    • Six Sigma Yellow Belt certification
    • Bachelor’s degree

    Pay

    $27.93-$46.55/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.

    Benefits

    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!

    We omitted Schedule (no content). Also omitted "What are we looking for?" paragraph. That is substantive; we need to include it somewhere. Could be part of About the role? Or maybe under "About the role" we could add after overview. The "What are we looking for?" is about candidate attributes; could be placed under "Requirements" or "Qualifications"? But it's more about desired attributes, maybe could be under "Qualifications" as well. However we already used Qualifications for Core Competencies. We could add a separate section "About the role" to include both overview and "What are we looking for?" but that might mix. Better to add a section "About the role" includes overview and the "What are we looking for?" paragraph. Let's do that: after overview paragraph, add another paragraph with that content. Thus About the role will have two paragraphs. Now ensure we didn't miss any substantive info: The "Company Overview" we omitted; but

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