Manager, AS Service

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. 

Advisor Wealth Services (AWS) is the industry leader in providing custody, trading, technology, and practice management services to independent advisory firms.  The AWS Premier Wealth Group seeks to add value to industry-leading advisory firms across the country by providing exceptional client service and support.

We have built our business on serving the needs of Registered Investment Advisors (RIAs) and advancing an industry that helps them and their clients thrive.  We understand their needs and work side by side providing the support they need to help them manage their firm and meet their goals. RIAs and their clients are at the center of everything we do.

Our Service Relationship Managers build trust and inspire confidence through exceptional service, on every interaction with our clients.  In AWS Premier Wealth Group, you are joining a team of professionals with a passion for providing a high-quality service experience to advisors and their firms in a relationship-based service model.

In this role you will:

• Assist with advisor needs through a mix of inbound calls, outbound calls, and e-mail related to all manner of topics presented to Schwab by clients, including long-term complex issues.
• Be a primary contact for a large RIA relationship, taking ownership of that firm’s servicing needs across the Schwab platform.
• Manage advisor needs through to completion by means of follow-up, advanced research, advisor advocacy, and collaboration with business partners to ensure timely and accurate delivery of information; enhance the firms relationship with Schwab through a deep understanding of their personnel, their operation, and their business needs.
• Help advisors understand how to operate their business efficiently in areas including digital adoption, reducing or limiting the frequency of requests that are not in good order, and assistance with any Schwab platform training needs for their staff
• Practice active listening, open-ended dialogue, and rapport building to gain a thorough understanding of advisors’ needs, while documenting conversations in our internal Client Relationship Management (CRM) platform for a personalized approach to service
• Demonstrate superior understanding of features and benefits of Schwab tools, products and services in order to encourage adoption while offering solution-based service.
• Develop a profound understanding of our CRM platform by performing routine maintenance and generating comprehensive reporting such as updating advisor contacts, logging completed tasks, and creating segment enhancements.
• Anticipate client issues and problems and proactively take necessary steps to prevent such problems from occurring.
• Make risk-based decisions and independently escalate issues where appropriate to achieve client-friendly solutions.
• Champion client use of Schwab’s digital platform and provide website navigational support by leading with a superior understanding of features and benefits of Schwab tools, products, and services in order to encourage adoption of our industry leading platform
• Demonstrate a team-first mindset by actively supporting peers, sharing knowledge, and contributing to a culture of collaboration across PWG and the broader Advisor Wealth Services segment, ensuring consistent service excellence and alignment with strategic goals.

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:

• Attributes of an entrepreneurial self-starter; and have a proven ability to deliver excellent client service with the ability to anticipate and resolve problems under your own initiative. 
• Ability to support positive relationships between the client and Schwab through fostering successful internal partnerships.
• Superior communication, presentation, interpersonal and listening skills. 
• Passion for service, professionalism, positivity and strong work ethic with a high level of integrity and teamwork.
• Experience within Advisor Services, In-depth knowledge of RIA industry as well as demonstrated brokerage industry knowledge. 
• Excellent relationship management skills including collaborating, influencing and negotiating. Demonstrated ability to problem solve, interact with individuals at various levels, and think on your feet. 
• Initiative to create change through process improvements, training and streamlining functions.
• Strong analytical and organizational skills. Demonstrated ability to prioritize business needs and manage time effectively.
• Ability to identify potential risk situations and mitigate timely and effectively.
• Advanced technical skills with knowledge of Microsoft Outlook, Word, Excel and PowerPoint.
• Flexibility to travel for client visits/events on a limited basis.
• FINRA Series 7 and 63 or 66 licenses required.
• FINRA Series 9 & 10, or 24, preferred
• Bachelor’s degree or equivalent work experience
• Minimum 3 years of customer service experience in an enhanced role within Advisor Services preferred. Comparable experience outside of Advisor Services considered

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