Senior Operations Specialist
LPL Financial Services - Rockville, MD

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Fortigent, LLC (a subsidiary of LPL Financial) is a dynamic Metro DC area/Rockville based financial services firm that provides wealth management and consulting services to independent advisors, banks and trust companies who require a comprehensive outsourcing solution to meet the demands of their high net worth clients.

Fortigent’s Operations department manages the firm’s outsourcing aspects in terms of performance reporting, portfolio accounting, and alternatives reconciliation. We have an immediate and unique need for a senior analyst to support our HelpDesk platform. This position serves as the first point of contact for internal and external customers. The primary focus of this role is to provide customer service and operational support.

The Senior Operations Analyst will be responsible for, but not limited to:
  • Facilitating the completion of service requests in accordance with established service level agreements
  • Coordinating business unit efforts to provide timely status updates and accurately resolve service requests
  • Serving as the quality control point to ensure requirements and procedures are followed
  • Collaborating with other service teams to align workflow expectations and commitments
  • Evaluating and assessing inquiries; escalating issues that require expedited service
  • Developing an intensive knowledge of departmental tasks; supplementing functions as necessary to fulfill service expectations
  • Investigating all instances where departmental service level agreements are not being met
  • Monitoring the team’s timely adherence to data quality protocols through dashboards and reports
  • Interfacing with Fortigent’s Consulting Department to address specific needs of advisors
  • Producing metrics to illustrate business unit’s accuracy, efficiency, and timeliness
  • Identifying trends to establish training and process improvements recommendations
  • Managing the publication of all priority or rushed performance reports
  • Ownership of project-driven tasks that will enhance internal efficiencies

  • Bachelor’s degree in business or finance; other degrees will be considered
  • 2 years’ experience in the brokerage operations/financial services and client service
  • Strong critical thinking and problem solving skills
  • Excellent communication skills, both written and oral
  • Experience with ZenDesk is advantageous
  • Past exposure to performance measurement, portfolio accounting, or alternatives reconciliation is preferred
  • Proficiency in Microsoft Office products, specifically Excel and Word
  • Ability to handle multiple projects, software and tasks at any given time
  • Must positively adjust to rapidly changing environment
  • Ability to set priorities, monitor own workload to meet aggressive deadlines
We offer a competitive salary and benefits package. Please login or create an account to apply to this position. Principals only. EOE

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