Senior Specialist, AS Service

Your Opportunity

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. 

Advisor Wealth Services (AWS) is the industry leader in providing custody, trading, technology, and practice management services to independent advisory firms.  The AWS Premier Wealth Group seeks to add value to industry-leading advisory firms across the country by providing exceptional client service and support.

We have built our business on serving the needs of Registered Investment Advisors (RIAs) and advancing an industry that helps them and their clients thrive.  We understand their needs and work side by side providing the support they need to help them manage their firm and meet their goals. RIAs and their clients are at the center of everything we do.

Our Senior Enhanced Specialists build trust and inspire confidence through exceptional service, on every interaction with our clients.  In AS Premier Wealth Group, you are joining a team of professionals with a passion for providing a high-quality service experience to advisors and their firms in a relationship-based service model. You will:

• Assist with advisor needs through a mix of inbound calls, outbound calls, and e-mail related to all manner of topics presented to Schwab by clients, including long-term complex issues.
• Be a primary or co-primary contact for a large RIA relationship, taking ownership of that firm’s servicing needs across the Schwab platform.
• Manage advisor needs through to completion by means of follow-up, advanced research, advisor advocacy, and collaboration with business partners to ensure timely and accurate delivery of information; enhance the firms relationship with Schwab through a deep understanding of their personnel, their operation, and their business needs.
• Help advisors understand how to operate their business efficiently in areas including digital adoption, reducing or limiting the frequency of requests that are not in good order, and assistance with any Schwab platform training needs for their staff.
• Practice active listening, open-ended dialogue, and rapport building to gain a thorough understanding of advisors’ needs, while documenting conversations in our internal Client Relationship Management (CRM) platform for a personalized approach to service
• Develop a profound understanding of our CRM platform by performing routine maintenance and generating comprehensive reporting such as updating advisor contacts, logging completed tasks, and creating segment enhancements.
• Anticipate client issues and problems and proactively take necessary steps to prevent such problems from occurring
• Ability to escalate complex issues and advocate for client-friendly solutions that minimize risk
• Champion client use of Schwab’s digital platform and provide website navigational support by leading with a superior understanding of features and benefits of Schwab tools, products, and services in order to encourage adoption of our industry leading platform

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:

• Bachelor’s degree or equivalent work experience
• Minimum two year of customer service experience in an enhanced role within Advisor Services preferred. Comparable experience outside of Advisor Services considered
• Advanced technical skills with knowledge of Microsoft Outlook, Word, Excel and PowerPoint.

Preferred Qualifications: 

• Excellent relationship building skills with demonstrated ability to problem solve, interact with individuals at various levels, and think on your feet
• Ability to manage moderately complex work, be self-directed, and quickly develop a full understanding of our business and the RIA industry
• Strong interpersonal, verbal, and written communication skills with a desire to work in a multi-channel virtual environment (phone, email, chat, web-directed)
• Team orientation, enthusiasm, professionalism and strong work ethic with high level of integrity and ethics
• Sound judgement and the ability to balance effective risk management with problem solving for the variety of ways that advisors interact with Advisor Services
• Securities Industry Essentials (SIE) license strongly preferred, but not required

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