Hotline Operations Specialist at Charles Schwab

Your opportunity

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.

Client Reporting and Security Services (CRSS) is part of our Client Service & Support’s (CS&S) Operational Support division.  CRSS is a TIER 2 escalation team that promotes client loyalty by providing high quality subject matter expertise to our clients and internal business partners.  CRSS team members are provided ongoing and hands-on training to support departments that encompass a variety of subject matters including Schwab client tax reporting, cost basis, corporate actions, securities operations, distributions, and client reporting products.  Alternative Investments Custody Services is another business segment within CRSS and it assists clients and internal business partners with inquiries and process needs related to the custody of alternative investments. This includes a variety of functions covering Asset Acceptance, Trading, Distributions, Reconciliation, Transfers, Client Service, Valuation, Risk Reporting and Monitoring, Communications and Corporate Actions. The work performed is detailed, and explanations must be communicated in a clear and effective manner as clients can make financial decisions based on the information given.  We have teams in Orlando, Indianapolis, Denver, Phoenix and Westlake. Explore a challenging opportunity to join a critical department within CS&S’s Operational Support division that provides specialized phone support and resolution to client inquiries.

What you have

Our Enhanced Specialists build trust and inspire confidence through exceptional service, on every interaction with our clients.  In Client Reporting and Security Services (CRSS) and Alternative Investments (AI) groups, you are joining a team of professionals with a passion for providing a high-quality service experience to clients. You will:

• Provide outstanding client service with a “one call resolution” mentality while demonstrating empathy and problem-solving skills.
• Manage client needs through to completion by means of follow-up, advanced research, client advocacy, and collaboration with business partners to ensure timely and accurate delivery of information.
• Practice active listening, open-ended dialogue, and rapport building to gain a thorough understanding of clients’ needs.
• Answer questions on a wide assortment of technical operational subjects including but not limited to Tax, Cost Basis, Corporate Actions, Distributions, Proxy, Class Action, and Securities Operations.
• Anticipate client issues and problems and proactively take necessary steps to prevent such problems from occurring.
• Effectively manage and evaluate risk when reviewing client accounts and provide support related to varying operational subjects.
• Set proper expectations when assessing and resolving client issues.
• Deliver unparalleled value and outstanding service to our internal and external clients.
• Recognize risks and acts to mitigate firm exposure.
• Champion client use of Schwab’s digital platform and provide website navigational support by leading with a superior understanding of features and benefits of Schwab.com tools, products, and services to encourage adoption of our industry leading platform.

Requirements:

• Minimum of 12 months of financial services experience in the brokerage industry.
• Subject matter knowledge within one or more of the following areas: Corporate Actions, Distributions, Security Processing, Tax Reporting and Cost Basis.
• Solid analytical skills and ability to multi-task to perform multiple complex tasks with a superior level of attention to detail; Can operate with little instructions on day-to-day work with general direction on assignments.
• Excellent interpersonal skills and the ability to communicate in a clear and concise manner.
• Strong verbal and written communication skills with a desire to work in a multi-channel virtual environment (phone, email, chat) and familiarity with EDGE model preferred.
• Exceptional critical thinking skills and the ability to exercise sound judgment.
• Ability to analyze complex problems, with strong attention to detail and ability to provide effective solutions.
• Ability to resolve client service issues while providing world class service accurately and quickly to internal and external clients.
• Adaptable to working in a high volume, fast paced environment.
• Passion for working in a team environment - contributing toward departmental and team goals and objectives. Peer influence skills a must as senior administrators will be required to help drive and support change.
• Positive attitude, enthusiasm, professionalism, and strong work ethic with high level of integrity and ethics.
• Strong working knowledge of Schwab internal systems, tools, and resources.
• Series 7 and 63 licenses preferred, but not required. 
• Bachelor’s degree or equivalent work experience

In addition to the salary range, this role is also eligible for bonus or incentive opportunities.

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