Sr Specialist, CS&S NCS Prospect Electronic Communications

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 location(s).

Electronic Communications Group (ECG) is a specialty segment of Client Service & Support. We work closely with support departments, phone teams, and business partners throughout the company to turn each client into a Schwab promoter. As a Professional in our Client Service & Support (CS&S) ECG organization, you will service our diverse clients’ brokerage needs via secure electronic communication in order to build and maintain client loyalty. Our financial service professionals inspire client loyalty by being the “voice of Schwab” for our clients. You will engage in personalized interactions that enhance each client's relationship with Schwab by addressing their need(s) first and then asking questions to learn what other products, services, or guidance may be appropriate for them based on their financial goals. Our team members receive extensive training and internal support that allows them to be successful in service delivery, conducting thorough needs-based conversations that build long-term relationships with our clients.

We have an exciting opportunity available within Electronic Communication Group: ECG works closely with our departments to provide solutions and education to prospects and clients who favor chat and email as their preferred communication channels with Schwab. You will be able to fully leverage your current Schwab expertise and utilize your written and verbal communication skills to service clients and attract new business to Schwab. Within ECG, you’ll have the opportunity to expand the company’s relationships with clients by providing a full spectrum of services through the chat and email channels. You will handle multiple clients’ chat conversations simultaneously and actively manage chat dialogues for efficiency and effectiveness. Work collaboratively with other representatives and managers in cross team initiatives to improve the organization and the ECG business model. You will gain exposure to a broader array of service issues and further develop your career at Schwab!

What you have

To ensure that we fulfill our promise of “challenging the status quo,” this role has specific qualifications that successful candidates should have.

Required qualifications:

• FINRA Series 7 and 63 licenses
• 2 years experience in financial services
• Extensive knowledge of applications including Client Central, Service Desktop, Knowledge Center, and Bluezone
• Proficient use of Microsoft Office 365 Suite including but not limited to Teams, OneNote, Word, PowerPoint, Excel, and Project. Must possess excellent oral and written skills, and strong organizational skills

Preferred qualifications:

• Customer service experience required preferably in the financial services industry but not required Client-facing chat and email experienced preferred
• Well-developed and effective writing skills Ability to engage clients and prospects via concurrent chats as well as email and phone
• Effective research and problem solving skills to fulfill client and prospect requests timely Excellent customer service and communication skills to service clients and prospects via Chat, Email, and phone
• Excellent typing skills and proficiency in serving multiple clients concurrently
• Strong emotional intelligence skills to better understand the client’s needs and motivations; able to empathize with others' needs and respond sensitively; able to use good judgment when responding, and take action in order to successfully meet the client’s objectives
• Able to quickly learn new technology and utilize a variety of data and systems in order to proactively identify solutions to client financial needs
• Strong analytical skills and attention to detail in order to adhere to policies, procedures and guidelines. 
• Established technical skills with the ability to easily utilize multiple applications simultaneously

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