Sr Specialist, Banking Operations

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.

We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location.

Banking Operations Segment Support (SPWS) processes and escalates work items for Charles Schwab households with more than $10 million in wealth, partnering with Partner Support, Investor Services, and the Accommodations groups to resolve client and field inquiries.

As a Senior Specialist, you will own prioritized move money work items and hotline calls (using our EDGE call behaviors) for these clients, processing time-sensitive, high-risk transactions in a fast-paced, high-volume, deadline-driven environment where efficiency is a key measure of success. The ideal candidate brings Brokerage/Banking Operations experience, sound judgment, and a forward-thinking approach to the client experience.

What you’ll do:

• Deliver prompt, exceptional service to our ultra-high-net-worth clients by resolving work items efficiently, accurately, and completely.
• Apply experience and sound business judgment to assess risk and make confident, well-reasoned decisions that protect both clients and the firm.
• Think ahead to anticipate client needs, identify recurring pain points, and recommend solutions that improve the client experience and streamline processes.
• Drive efficiency by moving work items to completion within expected timeframes, using phone, email, and chat channels to resolve items quickly without compromising quality.
• Maintain a high standard of processing quality, consistently meeting or exceeding accuracy and efficiency targets.
• Shift priorities throughout the day to meet critical cut-off times and support high-volume processing.
• Serve as a subject matter resource and mentor for associates and partner teams, helping with complex issues, escalations, and the day’s priorities.
• Partner with management to identify, monitor, and mitigate existing and emerging risks.
• Provide guidance to business managers on the appropriate use of escalation pathways.

What you have

To ensure that we have fulfilled our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.

Required Qualifications

• 3+ years of experience in client service or operations, preferably in the brokerage/financial industry.
• Experience in Banking Operations systems required.
• Operational experience with a track record of increasing responsibility.
• Proven record of meeting or exceeding efficiency, productivity, and quality metrics in a high-volume environment.
• Ability to deliver excellent customer service on inbound and outbound calls and in written communication, while building and sustaining positive relationships with internal business partners.
• Ability to contribute to project teams and cultivate strong working relationships with partners.
• Strong analytical and problem-solving skills, including the ability to anticipate issues and proactively design client-focused solutions.
• A track record of making sound, experience-based business decisions and providing guidance to business partners, peers, and leadership.
• Demonstrated initiative in identifying opportunities within current processes and driving change to improve procedures for the client experience, the team experience, and the firm.
• Self-motivated and able to work independently to resolve complex cases efficiently.
• Experience working with multiple systems in a dual-monitor environment and intermediate computer skills (including Microsoft Office) are required.

Your Core Behaviors: 

• Thoroughness: Ensuring that one’s own and others’ work and information are complete and accurate; careful preparation for meetings and presentations; following up with others to ensure that agreements and commitments have been fulfilled.
• Adaptation: Demonstrating support for innovation and for organizational changes needed to improve the organization’s effectiveness; supporting, initiating, sponsoring, and implementing organizational change; helping others to successfully manage organizational change.
• Initiative: Identifying what needs to be done and acting before being asked or required to.

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