Sr Specialist, CS&S Partner Support (Franchise Branch)

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.

Client Service & Support (CS&S) is the primary service and trading arm for Schwab Investor Services. CS&S provides service to our retail clients to fulfill our purpose of championing every client’s goals with passion and integrity. The vision for CS&S is being an engaged financial service professionals who inspire client loyalty by providing guidance and solutions to fulfill clients' needs. With a focus on employee development and collaboration, we help clients and employees reach their goals. CS&S builds loyalty with clients and employees one interaction at a time.

The Partner Support Team supports Retail, International and Franchise Branches regarding general operational/service questions and complex research requests. 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.

As a Resolution Senior Specialist with Partner Support, you will have the opportunity to;

• Provide timely, high-quality responses to branch questions and escalations, while balancing the firm’s and the client’s needs
• Manage workflow received via phone, Service Wizard, or email, so the ability to adapt and adjust priorities regularly is a must
• Build strong relationships with our branch partners
• Deliver Through the Client’s Eyes service, bring positive energy, problem-solving skills, and a "Get to Yes" attitude
• Navigate Schwab’s investment products and services and be knowledgeable of the latest market trends
• Focus on prompt and accurate responses and escalation resolution, while actively navigating internal departments and vendors to ensure seamless resolution for all client issues
• Conduct proactive outreach to assigned branch partners to build ownership and demonstrate willingness to "quarterback" a wide range of branch issues, conduct in-depth research of escalated issues as necessary, review procedures, and identify and report improvement opportunities
• Provide support and subject matter expertise to team members
• Proactively identify opportunities while partnering with the branches and problem-solve before issues evolve
• Client contact is primarily with internal branch partners and external clients, and also includes internal business partners
• Accordingly, the role requires a high degree of business acumen and judgment, self-motivation, organizational skills, and capacity to handle stressful situations in the utmost client-focused manner

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:

• 5+ years of financial service experience
• Series 7 & 63 licenses
• Strong working knowledge of Schwab internal systems, tools, and resources, including but not limited to Client Central, Sales Force, MyQ, Service Wizards, Bluezone, and Knowledge Center

Preferred:

• Series 9 & 10 licenses
• 2+ years of Partner Support experience, or other related experience
• Strong desire to work with the branch network and build positive, trusting relationships with the FCs, AFCs, CRSs, and Branch Managers
• Passion for customer service, positive attitude, enthusiasm, professionalism, and strong client focus; a team player who drives engagement and has a strong desire to help people
• Experience in addressing client service issues from or with a wide array of field partners and contact mechanisms
• Strong planning and organizational skills, including success with time management.
• Demonstrated ability to work in a team

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