Sr 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(s).

Advisor Services (AS) is the industry leader in providing custody, trading, technology, and practice management services to independent advisory firms.  The AS service teams add value to advisory firms across the country by providing exceptional client service and support. This role is within the Enterprise Group (EG) Service Teams, and we are responsible for servicing the needs of leading RIA Advisors in the industry with upwards of $100B assets under management. Enterprise Group Advisors have regional or national presence, strong growth orientation, and complex business structure.  Our service teams utilize a relationship-based model to act as a dedicated, specialized resource providing insightful solutions and a trusted service experience to our complex clients.

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 Specialists build trust and inspire confidence through exceptional service, on every interaction with our clients.  In AS Enterprise 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. 

In this role 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 RIA relationships, 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
• 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
• Further our understanding of advisor relationships and their needs by navigating and building out advisor profiles using our CRM system
• 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

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:

• 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 complex work, be self-directed, and have a vast understanding of our business and the RIA industry
• Experience with coaching and mentoring employees on best practices, effective time management, new policies and procedures, and intraday support
• Ability to take on complex subject matter expert (SME) roles for your team to help with overall knowledge management and ownership over complex issues for your team
• Strong interpersonal, verbal, and written communication skills with the ability to confidently diffuse escalated Advisor scenarios
• 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
• Minimum 1 year experience within primary service on ASG Network
• Bachelor’s degree or equivalent work experience

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