Senior Specialist, AS Service

Your Opportunity

Schwab remains committed to providing increased visibility to career growth opportunities and job requirements. This posting announcement is part of increased transparency and while all qualified applicants will be reviewed and considered, this organization has a preferred candidate identified for this role. 

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 Services (AS) is the industry leader in providing custody, trading, technology, and practice management services to independent advisory firms. While AS provides custodial services to nearly 14,000 independent advisory firms, Schwab has segmented their service model based on various factors including size of the firm, complexity, location, among others. This role specifically is within the Advisor Services Group (ASG) Teams segment of Advisor services, and we are responsible for servicing the needs of Advisors throughout the country that range between $100M-$300M. Our service teams add value to advisory firms 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.

What is a Registered Investment Advisor (RIA)? An advisor or firm engaged in the investment advisory business and registered either with the Securities and Exchange Commission (SEC) or state securities authorities.

• Most Schwabbies have the opportunity to work in the office and/or at home based on their preference*
• Employees mayhave the flexibility for a hybrid schedule, where they divide their time between working remotely or in the office.
• Employees and managers can discuss additional flexibility options based on their role, business needs, and individual circumstances.

*Subject to change. Schwab is continually evaluating its approach to ensuring the safety and well-being of our employees  

Our Senior Specialists build trust and inspire confidence through exceptional service, one interaction at a time. In AS, you are joining a team of professionals with a passion for providing a high-quality service experience to advisors and their firms in a fast-paced service center environment. You will:

• Assist with advisor needs through a mix of inbound and outbound calls related to common topics such as new accounts and money movements, as well as the most complex topics such as estates, trusts, and pledged asset accounts.
• Train Advisors on how to operate their business more effectively. This includes digital education, proactive practice management training, operational efficiencies, among others
• Partner with internal business partners, such as sales and/or operational partners, to resolve complex advisor issues and or escalation requests
• Ability to train others on your team on the various Advisor Services’ policies and procedures
• Provide outstanding client service with a “one call resolution” mentality while demonstrating empathy and problem-solving skills
• Expert with leveraging internal resources effectively to find answers and solutions to Advisor needs without the need for frequent assistance or support
• 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
• Strong ability to diffuse difficult advisor conversations through active listening and a willingness to take ownership and seek alternative solutions within your empowerment
• Anticipate client issues and problems and proactively take necessary steps to prevent such problems from occurring
• 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

What you have

 To ensure that we fulfill our promise of " challenging the status quo " this role has specific qualifications that successful should have.

 Required Qualifications: 

• Excellent relationship building skills with demonstrated ability to problem solve, interact with individuals at various levels, and think on your feet
• Strong performance against stated performance metrics for your current role
• Ability to manage complex work, be self-directed, and have a vast understanding of our business and the RIA industry
• Experience with coaching and mentoring employees on best practices, effective time management, new policies and procedures, and intraday support
• Ability to take on complex subject matter expert (SME) roles for your team to help with overall knowledge management and ownership over complex issues for your team
• Strong interpersonal, verbal, and written communication skills with the ability to confidently diffuse escalated Advisor scenarios
• Team orientation, enthusiasm, professionalism and strong work ethic with high level of integrity and ethics
• Sound judgement and the ability to balance effective risk management with problem solving for the variety of ways that advisors interact with Advisor Services
• Minimum one year of customer service experience within Advisor Services.
• Bachelor’s degree or equivalent work experience

 Preferred Qualifications:

• Securities Industry Essentials (SIE) license strongly preferred, but not required

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