Specialist, Alternative Investment Hotline at Charles Schwab

Position Type: Regular


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.

The Alternative Investment Hotline (AIH) Team is a subgroup of Client Reporting and Security Services (CRSS) within Client Service & Support’s (CS&S) Operational Support division.  AIH is an escalation team that promotes client loyalty by providing high quality subject matter expertise to our clients and internal business partners.  AIH team members are the forefront in assisting 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.  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.

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:

• Analytical Thinking: Demonstrate the ability to troubleshoot problems by using a logical, systematic, sequential approach. Identifies many possible causes for a problem and carefully weighs the priority of things to be done
• 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 Asset Acceptance, Trading, Distributions, Reconciliation, Transfers, Client Service, Valuation, Risk Reporting and Monitoring.
• 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

What you have

• Minimum of 12 months of financial services experience in the brokerage industry.
• Subject matter knowledge within one or more of the following areas: Alternative Investments, Non-Standard Securities, Private Equity, Administration/Transfer Agents, Security Onboarding, Operations
• 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)
• 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 accurately and quickly resolve client service issues while providing world class service to internal and external clients.
• Adaptable to working in a high volume, fast paced environment.
• Team orientation, 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 eligible for bonus or incentive opportunities.

What’s in it for you

At Schwab, we’re committed to empowering our employees’ personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you’ll get the tools you need to make a positive difference in the finance industry. Our

approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.

We offer a competitive

that takes care of the whole you – both today and in the future:

• 401(k) with company match and Employee stock purchase plan
• Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
• Paid parental leave and family building benefits
• Tuition reimbursement
• Health, dental, and vision insurance