Sr Specialist, Technical Client 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(s).

Advisor Platform Support (APS) Sr Specialists act as an ambassador of Advisor Services to educate, guide, and assist clients. A career in APS begins with a solid client focused mentality and a strong desire to help clients meet their needs. Providing our clients with exceptional experiences is the priority at Schwab and in our APS team. Our goal is that all team members create client loyalty with every interaction. We want you to bring your personality to your calls and create those memorable experiences for clients. With a dual focus on inspiring client loyalty and employee engagement and development, we support clients and employees in reaching their goals. Schwab provides extensive training and internal support that affords employees the opportunity to be successful in all aspects of their career.

Through your client conversations you will:

• Educate clients - Respond directly to client inquiries over the phone and engage clients in discussions focused on educating, and providing guidance as it relates to their website navigation needs
• Be a client advocate - Care enough to ask the extra questions knowing that just one question, the right question, can get to the heart of the issue
• Provide solutions-based service - Provide web site support/problem resolution to Registered Investment Advisors (clients) in a timely, professional, and courteous manner
• Be consultative - Recommend solutions, when appropriate, to clients which align to their needs
• Build strong client and internal relationships - Collaborate in a team-based environment with a diverse group of professionals focused on meeting the needs of the clients and Charles Schwab Advisor Services

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.

The ideal candidate will thrive in an environment where they are constantly learning. They will work in a highly collaborative team environment of professionals. The representative’s core responsibility will be responding to calls from an inbound call queue including the Schwab Advisor Portfolio Connect and Openview Gateway Support lines, supporting teammates through chat and in person simultaneously when needed, and helping to train peers. This opportunity is suitable for someone who enjoys talking with customers and solving problems in a team oriented and supportive environment.

Required Qualifications:

• Minimum of 2 years of customer service experience in an enhanced role within Advisor Platform Support preferred
• Extensive product knowledge and at least 2 years experience supporting the Schwab Advisor Portfolio Connect tool
• Currently meeting or exceeding set metrics for role in Advisor Platform Support objectives

Preferred Qualifications: 

• Excellent relationship building skills with demonstrated ability to problem solve and think on your feet
• Strong interpersonal, verbal, and written communication skills with the ability to work in a multi-channel virtual environment (phone, email, and chat) as well as in person
• Sound judgement and the ability to balance effective risk management with problem solving for the variety of ways that advisors interact with the Schwab Advisor Center and its tools
• Have effective time management & communication skills, positive demeanor, passion, professionalism, and a strong work ethic with a high level of integrity

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