Manager, CS&S Partner Support - Triage

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 locations.

The Schwab Partner Support Team offers an impactful and fulfilling opportunity to deepen relationships with Schwab’s clients by expertly resolving all operational and service needs from the simple to the complex on behalf of our Financial Consultants. You will partner with Financial Consultants as well as service and operational teams to deliver an exceptional client experience, and enhance client outcomes ultimately aimed at earning trust, deepening client relationships, minimizing client attrition, and contributing to business growth goals.

• Produces relevant huddle guides and content for best practices, organizational updates, and team engagement
• Provides monthly visual aids for awareness of PS productivity, goals, and opportunities
• Identify case trends, containment, and overflow opportunities from the region case queues
• Identify opportunities for effective case-triaging to maximize productivity
• Effectively partners with the Team Manager on coaching and supervision
• Actively involved in the day to day needs of the team and case management
• Will review and supervise casework at the direction of the Team Manager
• Own management of client cases from various business partners, leveraging internal partners and escalation paths to provide timely and detailed resolution with clients and internal stakeholders.
• Exhibit high level of ownership and position yourself as the service expert, making client contact when necessary to efficiently resolve issues.
• Are self-directed, self-motivated, and have an ability to work autonomously and efficiently; requiring little direction in how to approach a client issue – able to resolve majority of cases independently.
• Can handle complex and urgent issues across all types of cases and topics, requiring minimal input from others while displaying a high attention to detail to ensure accuracy and quality

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:

• 1-2 years of Partner Support experience
• Series 7 & 63 licenses required
• Series 9 & 10 licenses required 
• Must have robust working knowledge of Schwab internal systems, tools, and resources; including but not limited to Client Central, Blue Zone, MyQ, Service Wizards, Salesforce, and Knowledge Center.

Preferred:

• Desire to work with the branch network and build positive, trusting relationships with the FCs, AFCs, CRSs, and Branch Managers.
• Passion for customer service, positive attitude, professionalism, and strong client focus.
• Strong organizational skills and time management, including the ability to load balance and shift priorities in a timely manner to manage workflow received through multiple service channels.
• Possess strong verbal and written communication skills to establish trust and rapport with UHNW clients and branch partners

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