Manager, CS&S Client Advocacy

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).

The Client Advocacy Team (CAT) is a highly empowered team that oversees escalated client issues from all parts of the firm, including Field Management and the Executive Offices. The team oversees documenting and, when necessary, resolving written complaints (letters, email, instant messaging, written survey comments, social media comments, etc.). We also support field leadership as they work to resolve complex, challenging, and/or risk-sensitive verbal complaints. CAT conducts extensive and objective investigations, often partnering with internal business partners, to advocate on behalf of our clients while mitigating unnecessary risk to the firm.

CAT values an elevated level of risk-awareness along with a high level of empathy and a strong desire to create an exceptional client experience. Case work is primary received through the CAT service wizard and assigned to Resolution Managers by the CAT Intake team. CAT leverages Salesforce to document client complaints and enter proper coding for trends to be identified based on client feedback. CAT continually focuses on fostering relationships with internal partners, facilitating resolutions that restore client trust in the firm, and serving as the single contact for the client while the escalated issue is being resolved.

As a Resolution Manager you will have the opportunity to:

• Take extreme ownership of written complaints to resolve client issues. Be accountable to client as sole point of contact from first interaction to resolution of the issue.
• Effectively navigate challenging conversations through listening, empathizing, using positive language, and follow up
• Use empowerment to offer customer service gestures where appropriate and in some cases negotiate cash settlements to resolve issues and preserve client relationships.
• Accurately and efficiently assess and manage risk to the firm in handing trade related and cashiering related issues
• Use SalesForce to document client’s written complaint, your research, and actions taken to resolve the client issue
• Review phone interactions and identify correct information is being provided
• Build network of partners across departments of Schwab to help efficiently and accurately resolve diverse client issues
• Find trends and provide feedback to leadership to improve client and employee experiences
• Bring a passion for service, positivity, enthusiasm, professionalism, a strong client-centric focus, and creatively to your role every day!

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:

• Series 7 and 63 or 66 licensing needed, 5+ years of experience in a client service capacity that includes proven success in resolving complex issues
• Strong focus on client advocacy and restoring loyalty after challenging situations
• Highly skilled in conflict-resolution, including advanced negotiating and influencing skills
• Demonstrate skills to negotiate with clients professionally and confidently to resolve disputes supported by our internal Guiding Principles
• Extensive knowledge of Schwab's products, services, trading and electronic platforms, and policies and procedures

Preferred Qualifications:

• 9/10 licensing preferred
• Ability to work with minimal guidance, supervision, and the ability to remain calm in stressful situations
• Prominent level of professionalism in both written and oral communications
• Strong planning and organizational skills, including proven success with working across multiple computer applications and strong time management
• Possess excellent risk management skills with the ability to communicate effectively at all levels, including with managers, directors and managing directors
• Ability to create a strong network of partnerships and working relationships across departments to aid in problem solving

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