Manager, CS&S CBS Solutions

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 locations. 

The Client Banking Service (CBS) Solutions team responds on behalf of the Service Centers, Branches, Headquarters and various other client facing support groups regarding general questions and complex research requests. Our goal is to support one call resolution, while still providing a means for further escalation if necessary. The team is designed to foster closer relationship with internal partners and prompt resolution of all calls and escalated issues, including direct contact with clients as needed. Calls handled by this team can be received from departments throughout the company. The team works closely with Oversight, Operations, Training and Management to identify key training opportunities for staff. The team also identifies the escalated improvement opportunities related to systems and business processes. 

The CBS Solutions Resolution Manager role is to provide timely, high quality responses to internal and external client questions and escalations, while balancing the firm’s and the client’s needs. The role demands a passion for client service, positive energy, problem solving skills, and an ownership attitude. This position is highly focused on prompt and accurate responses and escalation resolution, while actively navigating internal departments and vendors to ensure seamless resolution for all client issues. Responsibilities may include phone support, mostly to internal CBS teams and external clients, and identification and reporting of improvement opportunities. Accordingly, the role requires a high degree of business acumen and judgment, self-motivation, organization skills, and capacity to meet specific phone metrics and response time targets with clients. The role also requires effective and persuasive communication (verbal & written) skills.

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:

• CBS Solutions experience with a passion for service, positive attitude, enthusiasm, professionalism, and strong client focus.
• Flexible to work within the Hours of Operation:  Monday thru Friday 7am - 9pm EST.
• Strong working knowledge of Schwab internal systems, tools, and resources; including but not limited to Client Central, MyQ, IWIN and all Client Banking Services systems.

Preferred qualifications:

• 2 years of experience in the banking, brokerage or financial services industry.
• Excellent relationship management skills (negotiating, collaborating, and influencing).
• Excellent written/verbal communication skills, time management and organizational skills.
• Ability to be a self-starter, work independently and demonstrate the ability to analyze business needs and to effectively manage multiple issues concurrently.
• Proven ability to develop internal and external partnerships.
• Situational awareness and highly responsive to changing business situations.
• Ability to coach and influence others at all levels to achieve desired business results.
• Willingness to provide leadership support by assisting with team coaching, supervision, and mentorship.
• Provide timely and specific feedback when trends and opportunities are identified, and demonstrating “business owner” mentality.
• Intermediate knowledge of Microsoft Word, Excel, Outlook and PowerPoint.

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