Specialist, CS&S Operational Support Team - Multichannel - Account Solutions

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).

This is a multi-channel role in the CS&S Operational Support Tier 2, Account Solutions organization, which is responsible for supporting internal and external clients with complex inquiries pertaining to applications and paperwork submitted for new accounts, account maintenance, account updates, and research of complex inquiry topics.  

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

• Research and gather information through effective probing and listening skills to provide viable solutions for resolving client requests through both phone-based and chat interactions with clients and internal business partners  
• Recognize challenging conversations and leverage positive language to resolve client needs 
• Use professional language that matches client communication style, displaying a high level of emotional intelligence (EQ) to connect with business partners and clients, to deliver personalized service experiences and build trusted relationships using the EDGE 2.0 model  
• Effectively use available tools and resources to troubleshoot and resolve client requests. Leads clients in self-discovery; providing new information to expand knowledge and explore options collaboratively 
• Summarizes actions, decisions, next steps and ensures understanding. Provides effective education when desired outcomes cannot be achieved 
• Able to adapt to varying business conditions to provide support to business partners and clients alike to provide Through Client’s Eyes service 
• Display strong customer service skills, knowledge, and experience to the role for both internal callers/chatters (Schwab employees) and external callers (Schwab clients)
• Deliver prompt responses and resolutions, while actively navigating internal departments to ensure seamless resolution for all client requests 
• Ensure client requests are completed within required time frames that align to client satisfaction goals 
• Bring a passion for service, positivity, enthusiasm, professionalism, a strong client focus, and creativity to your role every day!  
• Actively seeks to improve the client experience by engaging in B2E Standard Work, including the Innovative Mindset 

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 qualifications: 

• Must have at least 1 year of experience with Schwab CS&S Account Solutions
• Strong working knowledge of Schwab internal systems, tools, and resources; including but not limited to Client Central, OnDemand, ACS, MyQ, and Knowledge Center 
• Experience working in a team environment, including sharing feedback and knowledge with peers across different teams
• Strong oral and written communication skills
• Adheres to all policies and procedures, identifies ID Theft related situations and risk issues and takes appropriate action when risk is identified 
• Follows all policy and procedure expectations while also acting in a risk mitigating capacity with peers 
• Effectively uses Knowledge Center (KC) to resolve issues at point of contact (POC) 
• Demonstrates a strong working knowledge of procedures located in COAST, Knowledge Center (KC) and additional resources pertinent to role 

Preferred qualifications:

• Series 7 and 63 (or 66) licenses
• Series 9 & 10 or 24 & 4 licenses 
• Proactively provides feedback when procedures or process steps need to be updated
• 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 
• Ability to accurately and quickly answer/resolve client service issues, while providing outstanding service to internal and external clients, displaying a passion for client service 
• Excellent interpersonal skills, including proven listening skills and the ability to communicate in a clear, well-organized manner over the phone and through chat 

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