Resolution Manager

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 locations.

The Client Advocacy Team (CAT) is the centralized response and reporting system for written complaints, responsible for handling escalated client issues from all areas of the Firm, including Field Management and the Executive Offices. As an advocate for our clients, the team also consults with internal business partners to help address client escalations and retain client relationships. CAT values a high level of risk-awareness along with a high level of empathy and a strong desire to create exceptional client experiences. 

What is expected?

• Possess highly effective and persuasive oral and written communication skills
• Provide timely, thoughtful, and personalized solutions when addressing client issues
• Balance regulatory guidelines, business and client needs in each situation while assessing risk and responding appropriately to the client, internal business partners and our regulators
• Aim to address all issues through the client’s eyes, ensuring the client feels valued and heard
• Maintain a high degree of business acumen, excellent business judgment, client focus, self-motivation, strong organizational skills, and the capacity to handle stressful situations
• The ability to network across departments to efficiently and accurately, address diverse client concerns 

On the CAT team you will partner closely with a wide range of departments and leaders across the firm, including our Legal and Compliance Regulatory groups.  Resolution Managers have an opportunity to provide feedback, coaching, and trend analysis to business partners, and ultimately influence the overall client experience.   

Resolution Managers may have the opportunity to lead special projects. Some project examples include educating business partners about CAT’s role and problem resolution strategies, assist Compliance and the Office of Corporate Council, or partner with other business units to address large scale client concerns, such as trading outages. These projects are often of a sensitive nature and can require a high level of discretion.  Each Resolution Manager is accountable for the quality and content of their research, resolutions, and written documents. Overall, the Client Advocacy Team is responsible for accurately assessing the complexity and risk of client concerns and formulating a strategy to resolve appropriately.

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:

• Series 7 and 63 licensing required, 9/10 licensing preferred
• Strong focus on client advocacy and restoring loyalty after challenging situations
• Highly skilled in conflict-resolution, including advanced negotiating and influencing skills
• Strong industry knowledge with a working knowledge of Operations, Trading, and Products & Procedures 
• 5+ years of experience in a client service capacity that includes demonstrated success in resolving complex issues

Preferred:

• Strong business judgment and decision-making skills
• Ability to work with minimal guidance and supervision
• High level of professionalism in both written and oral communications
• Ability to remain calm in stressful situations
• Keen attention to detail
• Demonstrated ability to recognize and mitigate risk

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