Sr Manager, CS&S Client Advocacy

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.

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 Sr. Resolution Manager you will have the opportunity to:

• Blend individual contributor responsibilities with leadership
• Work closely with department leaders to support supervisory responsibilities
• Deliver effective coaching and training
• Lead through chance and department projects or initiatives 
• Resolve high risk escalated client concerns
• Manage a variety of specialty functions across the department including Settlement Agreements
• Consistently proactive, forward-thinking, and actively anticipate the needs of the business
• Able to handle virtually any specialized role within CAT
• Actively present in meetings, share their voice openly, often bringing topics to discuss
• Act as a mentor to others in CAT, and are seen as a role model, providing guidance, and leading by example

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, 63 or 66, 9/10 licensing required
• 5+ years of experience in a client service capacity that includes demonstrated success in resolving complex issues

Preferred Qualifications:

• 2+ years of Client Advocacy Team experience strongly preferred
• Prior supervisory and coaching experience preferred
• Comfortable and effective at presenting topics to various levels of Schwab leadership as well as delivering department wide training
• Proven ability to manage and oversee projects and ongoing business processes
• 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, Industry Regulations and Products & Procedures 
• High aptitude to recognize risks to the firm, expose and address or take steps to mitigate the identified risk
• Strong business acumen and decision-making skills
• Ability to work with minimal guidance and supervision
• High level of professionalism in both written and oral communications
• Ability to communicate difficult or sensitive resolutions in an effective, client-focused manner

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