Specialist, CS&S New Client Service - 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).

Shift details: 4x10, Tuesday-Friday, 12:30pm-11:00pm CT

The New Client Service Multi-Channel Specialist will provide in-depth assistance to both existing and prospective clients. This is a blended inbound phone and chat role, responsible for delivering an exceptional client experience during the initial onboarding stage.  The goal of a New Client Service Multi-Channel Specialist is to engage both prospective and new-to-firm clients in a consultative dialogue at the beginning of the relationship with Charles Schwab to identify cross sale referrals, enhance the client and prospect experience and increase share of wallet. The New Client Multi-Channel Specialist will be subject matter experts in a wide variety of subjects including, but not limited to, account types, the new account processes and procedures, and Schwab’s available products and services. Through their delivery of a superior client experience, these professionals will increase new account pull through rates, uncover additional cross sale opportunities, and introduce clients to new client demos and education opportunities.  This enhanced level of service will help build trust and loyalty, reaffirming the client's choice to invest with Schwab. 

As a blended role, approximately 40% of the day-to-day expectations will consist of supporting new-to-firm and prospective clients in the written channel.

In this role, you will:

• Take inbound calls to assist new and prospective clients
• Take inbound chats to assist new-to-firm and prospective clients
• Needs based consultation on what the client is looking for from their brokerage
• Educational walk through of the account opening process and new account application
• Assist clients with understanding Schwab’s tool and resources and what tools may fit their individual needs and investing preference
• Identify additional outside assets and position Schwab and our business partners to win their business, through cross sell programs
• Engage clients in needs-based discussions to better understand client circumstances and needs to increase funding rates of new accounts
• Ask engaging questions aimed at identifying new business opportunities through client referrals and or account consolidation
• Work in an expeditious manner, and effectively manage your schedule using available tools and resources
• Efficiently handle client service requests while still engaging in meaningful conversations to educate clients on tools, products and services to meet their individual needs
• During periods of high call volumes, provide support to other client service queues as needed
• Provide input and recommendations for improvement regarding current policies, procedures, technologies, and tools
• Engage in team huddles and problem solving to drive continuous improvement of the client and associate experience

What you have

Required qualifications: 

• FINRA Series 7 
• FINRA Series 63 or 66
• Completed Schwab Service Academy training

Preferred qualifications: 

• Bachelors degree 
• 1 year experience in Financial Services

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