Specialist, CS&S Operational Support Team - Multichannel

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 locations.

CS&S T2 Hotline Support Team – Retirement Services is responsible for providing expertise on complex products and services for retail IRA accounts (Traditional, Roth, Inherited IRA, Education Savings Account) and small business retirement plans (SEP, SIMPLE, QRP/QKEA, Individual 401K). As an elite team of experts, we are committed to delivering efficient solutions that maximize trust while minimizing risk by owning every client interaction through clients’ eyes. 

As a Retirement Services Multi-Channel Specialist, you will promote client loyalty by providing the highest quality support to our internal and external customers via inbound phone calls and internal chat relating to IRA and Small Business accounts. Additionally, you will efficiently and accurately process client requests such as distributions, Roth conversions, and changes to tax withholding elections.

You will provide “best in class” service by:

• Having a passion for client service, positive energy, and problem-solving skills to connect with our clients and colleagues via inbound and outbound calls.
• Assisting our internal and external clients with questions regarding Schwab account transactions, account update requests, and client correspondence.
• Actively listening, assessing client needs, researching information, and providing clients with innovative solutions related to their retirement accounts.
• Proactively educating clients and internal partners on our products and services.
• Helping clients navigate Schwab’s electronic channels, including online tools and services.
• Interacting and collaborating with leaders and team members to attain individual, team, and department objectives.
• Managing multiple tasks effectively and balancing high productivity with excellent service quality.
• Cross training to obtain additional skills as business needs arise.

As a Multi-Channel Sr. Specialist, you will have the opportunity to:

• Utilize discovery and active listening with internal and external clients to research and resolve complex issues during phone and internal chat interactions.  
• Provide ‘through clients’ eyes service’ with a strong desire to help others.
• Utilize strong communication and relating skills with the ability to navigate complex subjects such as IRS rules and regulations with clients.
• Lead clients in self-discovery; provide new information to expand knowledge and explore options collaboratively.
• Effectively use available tools and resources to troubleshoot and resolve client requests.
• Maintain a strong working knowledge of internal applications including Client Central, Service Desktop, MyQ, Bluezone and Genesys.
• Take ownership and identify opportunities to resolve issues at the point of contact.
•  Adaptable to varying business conditions to provide support to business partners and clients alike.
• Deliver prompt responses and resolutions, while actively navigating internal departments to ensure seamless resolution for all client requests.
• Build a network of professionals/departments to support client resolutions.
• Able to lead others through mentoring opportunities with peers on team and cross site.

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:

• At least 1 year of Retirement Services Hotline experience, including small business calls
• A passion for service, positivity, enthusiasm, professionalism, a strong client focus, and the ability to bring creativity to your role every day
• Strong verbal and written communication skills
• Subject matter expertise within the areas of retirement accounts including small business and the IRS rules and regulations surrounding them
• Strong working knowledge of Schwab internal systems, tools, and resources; including but not limited to Client Central, MyQ, SKA, Bluezone, ROSE, and KC
• Excellent communication skills including use of definitive language and proper grammar/punction in a business writing style
• Excellent interpersonal skills. Including listening skills and the ability to communicate in a clear, well-organized manner via phone and chat
• Strong planning and organizational skills, including proven success with working across multiple computer applications and strong time management
• Ability to accurately and quickly answer/resolve client service issues, while providing outstanding service to internal and external clients

Preferred qualifications:

• Series 7 and 6 (or 66) licenses

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