Specialist, CS&S Operational Support Team 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.

The Retirement Services Operational Support Team is a department within Tier 2 of Client Services & Support (CS&S). Retirement Services OST provides expertise on complex product and service questions about retail IRAs (i.e. Traditional, Roth, Inherited IRA, Educational Savings Account) and small business retirement plans (SEP, SIMPLE, QRP/ QKEPA, i401k). We also process several retirement account transactions such as distributions, Roth conversions, and changes to tax withholding elections. We inspire client loyalty by providing specialized guidance and solutions to fulfill client needs and we place heavy emphasis on employee development and collaboration.

Are you passionate about making a positive impact? Are you interested in helping people accomplish their retirement goals? Do you enjoy problem solving or educating others?

As a member of the Retirement Services team, you will be responsible for assisting clients with questions and needs regarding their accounts in order to build and maintain client loyalty.

What You Would Do Day to Day

• Utilize a passion for client service, positive energy, and problem-solving skills to connect with our clients and colleagues via inbound and outbound calls
• Assist our internal and external clients with questions regarding Schwab account transactions, account update requests, and client correspondence
• Assess and resolve client issues that relate to their retirement accounts and deliver unparalleled value and service in order to build and maintain client loyalty
• Help clients navigate Schwab products, services, and online tools
• Interact and collaborate with other team members to assist in attaining individual, team, and department objectives
• Manage multiple tasks effectively by balancing high productivity with excellent service quality
• Cross train with other teams to obtain additional skills in Retirement Services
• Work with both new and more tenured peers to provide support, mentoring and guidance

What you have

• Strong technical skills, including knowledge of Windows (XP), internet searching, database systems (Excel), email (Outlook), and Microsoft Teams

• Passion for service with strong client-focus and the desire to help people
• Strong communication and relating skills with the ability to navigate and explain complex subjects such as IRS rules and regulations to client
• Ability to work a flexible shift in response to business demand
• Positive attitude, enthusiasm, professionalism, adaptable mindset, and strong work ethic with high level of integrity and ethics
• Well-developed organizational, time management, prioritization, and analytical skills
• Desire to be crossed trained in the various Retirement Services functions
• The ability and desire to work cooperatively with team members
• Ability to set challenging goals and focus on achieving or exceeding them
• Proven leadership skills and experience
• Demonstrated desire to lead as well as challenge yourself to learn and grow in Retirement Services

• Required-
• At least 1 year of financial services experience and/or education in finance or a related industry
• Preferred –  
• Brokerage, banking, or related financial services experience
• Bachelor's degree in finance, economics, business administration, or related area preferred
• Prior experience in a Retirement Services role
• Desire to obtain FINRA Series 7 and 63 licenses

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