Manager, CS&S Partner Support

Your Opportunity

Schwab remains committed to providing increased visibility to career growth opportunities and job requirements. This posting announcement is part of increased transparency and while all qualified applicants will be reviewed and considered, this organization has a preferred candidate identified for this role.

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.

The Partner Support team offers an impactful and fulfilling opportunity to deepen relationships with our key partners in the branch. In this role, you will be responsible for developing deep, trusted relationships with both internal teams and branch partners to deliver an exceptional client experience. You will manage and resolve branch-submitted client cases with empathy, urgency, and expertise – ensuring a seamless and professional Through Clients Eyes experience.

The team is designed to foster close relationships with branch partners and prompt resolution of all calls and escalated issues, including direct contact with clients as needed. In addition, this role will continue to shift more routine work away from the branch. The team has a focus on proactive communication and outreach to ensure we build trust and confidence in the model. The team also identifies and escalates improvement opportunities related to systems and business processes.

What you have

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

Required:

• 5+ years of financial service experience
• 1+ years in Partner Support required
• Series 7 & 63 as well as 9 & 10 licenses required
• Desire to work with the branch network and build positive, trusting relationships with the FCs, AFCs, CRSs, and Branch Managers
• Must have robust working knowledge of Schwab internal systems, tools, and resources; including but not limited to Client Central, Blue Zone, MyQ, Service Wizards, Salesforce, and Knowledge Center

Preferred:

• Passion for customer service, positive attitude, enthusiasm, professionalism, strong client focus. A team player who drives engagement, and strong desire to help people.
• Experience addressing client service issues from and with a wide array of field partners and contact mechanisms.
• Strong organizational skills and time management, including the ability to load balance and shift priorities in a timely manner to manage workflow received through multiple service channels.
• Possess strong verbal and written communication skills to establish trust and rapport with branch partners.

Key Responsibilities:

Relationship Building:

• Cultivate strong, connected relationships with internal stakeholders and branch partners, inspiring trust and confidence through consistent, reliable communication and collaboration

Case Management:

• Own the end-to-end resolution of client cases submitted through Salesforce. Coordinate with internal support teams and utilize escalation paths when necessary to ensure timely and accurate solutions.

Client-Centric Mindset:

• Display emotional intelligence by viewing each situation through the lens of the client. Consistently adapt your approach to meet client expectations and deliver strong client experiences.

Proactive Problem Solving:

• Take initiative to resolve complex inquiries and anticipate potential challenges. Use sound judgement and thorough understanding of our internal processes to deliver effective outcomes.

Continuous Improvement:

• Identify opportunities for process enhancements and contribute ideas that drive efficiency, improve service quality, and enhance the partner and service experience.

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