Manager, CS&S Escalation Support - RPS

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).

The Participant Advocacy Team (PAT) is the centralized response, reporting, and resolution group responsible for coordinating participant issues that are received by Schwab. PAT is the fulcrum of the scale, balancing the need to advocate for the participant, the client, and Schwab; weighing the facts and providing conclusive resolutions. PAT has partnerships with many different teams within Retirement Plan Services (RPS) to resolve escalated situations for Participants. PAT and the Client Advocacy Team (CAT) coordinate actions involving issues that affect RPS and Schwab Retail.

What you’ll do:

• As a team member you should possess an overall understanding of the participant experience as it relates to RPS processes and procedures and all the inner workings of each department.
• The ideal candidate has the ability to accurately identify customer complaint language, is comfortable accessing a situation by researching events, navigating between different communication forums (calls, emails, chats, letters) and is able to summarize, document, and draw solid conclusions independently within regulatory requirements. It is important that the candidate thinks beyond the particular resolution and understand the potential broader impact, effects, or precedence that decisions may set.
• Team members are at the forefront of risk assessment for money in motion, investments, transactions, and relationship retention. This involves high levels of business judgment, understanding trade and disbursement processes, attention to detail, and the self-motivation and communication skills to consult with other teams. PAT also balances some trade corrections for Retirement Plan Services. This involves calculating gains and losses for individual participant scenarios as well as navigating multiple systems including PSL, SRI, and SEI.
• The role requires effective communication with participants through multiple channels in a professional manner on a daily basis. This involves balancing challenging conversations, stressful situations, empathizing with participants, and bringing final closure. PAT is often called on to be the voice of Schwab to the participant to relay, sensitive, or escalated situations in a concise and confident manner.
• Due to PAT’s outstanding position of being knowledgeable about almost every system, process, and department; team members must always have an eye for efficiency and actively work towards better participant, client, and employee experiences.

What you have

Required qualifications:

• Series 7, 63 or 66 licenses
• 2 years of experience in a client service capacity
• Working knowledge of Operations, Trading, and Schwab Products & Procedures
• Strong industry knowledge
• Excellent judgment and decision-making skills

Preferred qualifications:

• Series 9 & 10 licenses
• 5 years of experience in a client service capacity that includes demonstrated success in resolving complex issues

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