Manager, CS&S Escalation Support - Supervisor Hotline

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(s).

Client Service & Support (CS&S) is the primary arena for all retail service and trading needs for Schwab Investor Services. CS&S provides point of contact service to our retail clients to fulfill our purpose of creating a World Class Service experience, delivered with passion and integrity. A focus on employee development and collaboration will help both clients and representatives reach their goals one interaction at a time.

Within CS&S Escalation Support, the Supervisor Hotline serves as the first point of contact for supervisor escalations from frontline CS&S professionals. The team is focused on fostering relationships with internal partners and facilitating prompt resolution of any client issue and serving as sole point of contact until that resolution is reached. The Supervisor Hotline will partner closely with Fraud Investigations, Help Desk Tech, Trade Support, Move Money, and Client Advocacy among others to quickly rectify any service failure on behalf of the client.  The team utilizes the Salesforce Service Desktop tool to document client issues incorporating appropriate coding to help identify trends directly due to client escalations.

We primarily receive client escalations via phone warm transfer from frontline CS&S professionals and internal chat for cashiering requests and VCP when required. We also receive emails for clients that prefer a callback or outside our business hours. Each member of the Supervisor Hotline is empowered as a grade level 57 Resolution Manager to do what is necessary to resolve the issue while managing risk to the firm. We are the highest point of verbal escalation in the CS&S organization.

As a Resolution Manager on the Supervisor Hotline, you will have the opportunity to:

• Take extreme ownership of supervisor escalations to resolve client issues. Be accountable to client as sole point of contact from first interaction to resolution of the issue.
• Effectively navigate challenging conversations through listening, empathizing, using positive language, and follow up.
• Use empowerment to offer customer service gestures where appropriate and in some cases negotiate cash settlements to resolve issues and preserve client relationships.
• Accurately and efficiently assess and manage risk to the firm in handing trade related and cashiering related issues.
• Use Sales Force to document client point of view, your assessment, and actions taken to resolve for each supervisor escalation taken.
• Review phone interactions and provide coaching opportunity feedback to team managers where appropriate.
• Provide in-the-moment guidance/assistance to frontline FSP’s seeking supervisory approval for cashiering and trade related items. This includes ability to manage inbound internal chats for cashiering requests.
• Build network of partners across departments of Schwab to help efficiently and accurately resolve diverse client issues.
• Identify trends that leads to insights and recommendations for training enhancements, FSP on boarding, process improvement, and coaching.
• Bring a passion for service, positivity, enthusiasm, professionalism, a strong client focus, and creatively to your role every day!

What you have

Required qualifications:

• 3+ years of securities industry experience with 1+ years of Schwab experience.
• FINRA Series 7, 63 (or 66).
• FINRA Series 9 and 10 is required for the role, but may be obtained through a Condition of Employment (COE).
• Extensive knowledge of Schwab's products, services, trading and electronic platforms, and policies and procedures.
• In-depth knowledge and understanding of regulations that outline procedures for client interactions and reporting. Ability to identify market risk/trade disputes and escalate appropriately.
• Expert in all areas of basic and advanced Schwab.com and Trading Platforms for utility, usability, and troubleshooting.
• Demonstrate skills to negotiate with clients professionally and confidently to resolve disputes supported by our internal Guiding Principles.
• Emotional intelligence: Demonstrate outstanding professionalism, interpersonal skills, client focused and leadership-based relationship skills. 
• Approachable, proactive and demonstrates the knowledge required to up-skill our partners in all aspects of the role.
• Ability to make and supervise business decisions quickly and in a fast-paced environment.
• Possesses excellent risk management skills with the ability to communicate effectively at all levels, including managers, directors, and VPs.
• Ability to identify, implement and resolve disputes quickly and in a timely manner.
• Possess excellent risk management skills with the ability to communicate effectively at all levels, including with managers, directors and managing directors.
• Experience working in a team environment, including sharing feedback and knowledge with peers.
• Ability to create a strong network of partnerships and working relationships across departments to assist in problem solving.
• Strong planning and organizational skills, including proven success with working across multiple computer applications and strong time management.
• Excellent interpersonal skills, including proven listening skills and the ability to communicate in a clear, well-organized manner over the phone.
• Passion for service, positive attitude, enthusiasm, professionalism, and strong client focus.

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