Specialist, AS 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. 

Advisor Services (AS) is the industry leader in providing custody, trading, technology, and practice management services to independent advisory firms. While AS provides custodial services to nearly 14,000 independent advisory firms, Schwab has segmented their service model based on various factors including size of the firm, complexity, location, among others. This role specifically is within the Advisor Services Group (ASG) Teams segment of Advisor services, and we are responsible for servicing the needs of Advisors throughout the country that range between $100M-$300M. Our service teams add value to advisory firms 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.

In this role you will:

• Assist with advisor needs through a mix of inbound and outbound calls related to common topics such as new accounts, transaction status, money movement, transfer of account, retirement services, and various
• Handle more complex needs through inbound and outbound calls related to account maintenance topics (contact information updates, account updates, etc.), account restrictions, margin and balance information, among others required for the advisor to run their day-to-day business
• Provide outstanding client service with a “one call resolution” mentality while demonstrating empathy and problem-solving skills
• Ability to use internal resources effectively to find answers and solutions to Advisor needs without the need for frequent assistance or support
• 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
• 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
• Anticipate client issues and problems and proactively take necessary steps to prevent such problems from occurring
• Champion client use of Schwab’s digital platform and provide website navigational support by leading with a superior understanding of features and benefits of Schwabtools, 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 should have.

 Required Qualifications: 

• Excellent relationship building skills with demonstrated ability to problem solve, interact with individuals at various levels, and think on your feet
  Strong performance against stated performance metrics for your current role
• 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 and email)
• 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
  Bachelor’s degree or equivalent work experience
• Minimum 6 months of customer service experience within Adviosr Services on a Teams based model

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