Premier Experience Team Representative

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.

Charles Schwab Bank (CSB) has proven successful in serving the lending needs of Schwab’s core Retail consumer clients which is an important business line we will continue to grow.  We now have a unique opportunity to expand our lending capabilities by targeting Schwab’s high net worth (HNW) clients and registered investment advisory (RIA) firms. 

The Premier Experience Team (PET) is a service and support model designed to complement Charles Schwab Bank’s value proposition.  Through concierge level service, this team will provide internal and external support for issues related to complex banking needs, with a primary focus on lending.  Additionally, PET will partner closely with the Senior Banker team, providing additional support to our clients and RIAs, when the Senior Banker is unavailable.

The PET representative will have ownership of both the client and employee end to end service experience. They will collaborate with a multitude of business colleagues to continually evolve the client experience in the service of its constituents.

The day-to-day activities will include assisting with requests related to originating and servicing the pledged asset line product, mortgage, and other banking services.  Supporting Senior Bankers with elevated client needs, addressing UHNW banking issues from internal partners and owning escalations through to resolution. 

Unleash your expertise: what you’re good at

Providing our clients with outstanding experiences is the priority at Schwab. Our goal is to enhance client dedication with every interaction. With a multi-faceted focus on encouraging client loyalty and employee engagement, we support clients and employees in reaching their goals. PET Representatives act as an ambassador of Schwab to guide and assist clients. Must have a substantial client-focused mentality and a strong desire to find a solution.

Through your interactions, you will:

• Be a client advocate –ask the right questions to provide solutions that align with the client’s service needs. Partner closely with Senior Bankers and/or client’s Financial Consultant for issue resolution.

• Own the resolution – often engaging with multiple partners and lines of business to provide an appropriate solution and seamless client experience.
• Build strong client and internal relationships - collaborate in a team-based environment with a diverse group of professionals focused on meeting the clients' needs.

• Establish a reputation of execution and excellence – desire to be viewed as the team that can find a way to help.

• Provide additional support for Senior Bankers as they advise UHNW clients on appropriate Bank lending, deposit and trust solutions including products, pricing, and recommended deal structures.
• Take ownership of banking client experience, working closely with partners and third-party providers to ensure smooth resolution for UHNW clients.
• Work with and communicate effectively with Schwab partners.
• Address service issues surfaced during loan process and assist with requests for additional information as needed.

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

• 3-5 years of experience in Client Service, Financial Services and/or Banking, preferably interacting with affluent/HNW clients in a proactive and consultative manner.
• Knowledge of credit products including residential mortgage products, home equity lines of credit, and securities-based loans. Familiarity with bank deposit and cash management products and brokerage margin products.
• Ability to ask appropriate questions to clearly understand the client’s service needs. Using good judgment when responding and selecting language that exemplifies the concierge level service UHNW clients expect.
• Collaborative and relationship-focused work style with demonstrated success in a team environment.
• Practical time management skills, positive demeanor, enthusiasm, professionalism, a strong work ethic with a high integrity level. 
• Strong skills in diplomacy, discretion, and professionalism; ability to handle difficult service requests while maintaining UHNW client relationships efficiently, tactfully & professionally.
• Possess excellent oral and written communication skills.
• Strong relationship building capabilities with Schwab teammates, UHNW clients, and matrix partners (e.g., service, credit, risk and third-party vendors).
• Strong collaboration skills in a team-oriented environment.
• Attention to detail and the ability to multi-task and work efficiently, independently and with teams, to meet tight deadlines with minimal supervision.
• Undergraduate or advanced degree preferred.

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