Manager, CS&S CBS Elevated Resolution Team

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.

As a member of the CBS Elevated Resolution (ER) Team, your role is to provide direct elevated support to our frontline Client Banking Services and Client Banking Services Point of Contacts (POCS) by leveraging strong problem-solving skills and client-centric behaviors. You will also be making risk-based decisions on processes or procedures that require elevated review. Much of the support you will provide include handling of verbal complaints directly from our CBS clients, risk-based approvals, and assisting with Alert Manager surveys and resolution. As a new team to CBS, you will have the exciting opportunity to be able to be a part of a growing department. This provides you the opportunity to be involved in the development of the team by providing feedback and working closely with leadership on the future of the team.

Our mission and vision is to place all our client's first - both internal and external. At Schwab, we respect and care for all, and you can go as far as your ambition takes you – we’re here to empower you to Own Your Tomorrow by providing comprehensive training, mentorship, and development support to help you reach your potential and achieve your dreams you'll be encouraged to engage in a meaningful working relationship of resolving issues that result in a positive outcome. This builds self-awareness, trust, personal brand, inspiring confidence, and competence through exceptional service one call at a time.

As an Elevated Resolution Team Manager, you will have the opportunity to:

• Serve as the primary point of contact for clients and internal colleagues with complex issues that require escalation by leveraging empathy and positive language.
• Receive, review, and resolve escalated client surveys while partnering closely with team managers and business leaders when trends or gaps are identified.
• Demonstrate a customer-centric mindset while using elevated empowerment to exceed client expectations and resolve escalated needs.
• Accurately and efficiently assess risk to the firm when navigating high-risk CBS policies and procedures.
• Use written communication skills to document escalated client interactions in Salesforce and document specific details of the issue, action taken and resolution.
• Review phone interactions and provide coaching opportunity feedback to team managers when/if appropriate.
• Create working relationships with critical business partners and departments to help efficiently and accurately resolve escalated client issues.
• Identify trends that lead to insights and recommendations for training enhancements, on boarding, process improvement, and coaching.
• Bring a passion for service, positivity, enthusiasm, professionalism, a strong client focus, and creativity to your role every day!

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:

• 1 year of experience in Client Banking Services
• Strong working knowledge of Schwab internal systems, tools, and resources; including but not limited to Client Central, MyQ, Service Desktop, Knowledge Center, and all Client Banking Services systems.

Preferred:

• 6 months experience as a Point of Contact (POC)
• Excellent communication and interpersonal skills, with the ability to handle difficult and sensitive situations with professionalism and empathy.
• Strong problem solving and analytic skills, with the ability to make sound risk decisions under pressure.
• Excellent analytical abilities as demonstrated by gathering, evaluating, and delivering information in both verbal and written formats.
• Proven record of appropriate red flag awareness and demonstrated competency in risk management and mitigation.
• Self-directed, self-motivated, comfortable being supported virtually, and able to work independently on a variety of tasks.
• Skilled in written/verbal communication, time management, and organization.
• Excellent relationship management skills (negotiating, collaborating, and influencing).
• Ability to be a self-starter, work independently and demonstrate the ability to analyze business needs and manage/coordinate projects from start to finish. 
• Ability to proactively identify gaps and be flexible as the team develops.

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