Specialist, CS&S Operational Support Team - Multichannel

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).

CS&S T2 Hotline Support Team - TCC is responsible for providing expertise on complex tax, cost basis and corporate actions. As an elite team of experts, we are committed to delivering efficient solutions that maximize trust while minimizing risk by owning every client interaction through clients’ eyes. 

As a Tax, Cost Basis, Corporate Actions Multi-Channel Specialist, you will promote client loyalty by providing the highest quality support to our internal and external customers via inbound phone calls an internal chat relating to Schwab client tax reporting, cost basis and corporate actions. Additionally, you will efficiently and accurately submit client requests such as cost basis updates, mandatory and voluntary instructions.

You will provide “best in class” service by:

• Having a passion for client service, positive energy, and problem-solving skills to connect with our clients and colleagues via internal chat, inbound and outbound calls.
• Assisting our internal and external clients with questions regarding Schwab brokerage client tax forms, cost basis, and corporate actions.
• Actively listening, assessing client needs, researching information, and providing clients with innovative solutions related to their taxable brokerage account.
• Proactively educating clients and internal partners on our products and services.
• Helping clients navigate Schwab’s electronic channels, including online tools and services.
• Interacting and collaborating with leaders and team members to attain individual, team, and department objectives.
• Managing multiple tasks effectively and balancing high productivity with excellent service quality.

As a Multi-Channel Specialist, you will have the opportunity to:

• Utilize discovery and active listening with internal and external clients to research and resolve complex issues during phone and internal chat interactions.  
• Effectively use available tools and resources to troubleshoot and resolve client requests.
• Maintain a strong working knowledge of internal applications including Client Central, Service Desktop, MyQ, Bluezone and Genesys.
• Lead clients in self-discovery; provide new information to expand knowledge and explore options collaboratively.
• Take ownership and identify opportunities to resolve issues at the point of contact.
• Adaptable to varying business conditions to provide support to business partners and clients alike.
• Summarize actions, decisions, next steps and to ensure understanding. Provide effective education when desired outcomes cannot be achieved.
• Follow all policy and procedure expectations while also acting in a risk mitigating capacity with peers.
• Proactively provide feedback when procedures or process steps need to be updated.

What you have

Required qualifications: 

• At least 1 year of experience with the TCC Hotline
• A passion for service, positivity, enthusiasm, professionalism, a strong client focus, and the ability to bring creativity to your role every day
• Strong written and verbal communication skills
• Subject matter expertise within the following areas: Tax, Cost Basit, Corporate Actions, Escheatment, Statements and Security Operations
• Strong working knowledge of Schwab internal systems, tools, and resources; including but not limited to Client Central, MyQ, SKA, Bluezone and the Knowledge Center
• Excellent communication skills including use of definitive language and proper grammar/punction in a business writing style
• Excellent interpersonal skills, including proven listening skills and the ability to communicate in a clear, well-organized manner via phone and chat
• Strong planning and organizational skills, including proven success with working across multiple computer applications and strong time management
• Ability to accurately and quickly answer/resolve client issues while providing outstanding service to internal and external clients

Preferred qualifications:

• Series 7 and 63 (or 66) licenses 

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