Sr Specialist, CS&S Operational Support Team

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(s).

This is a Sr. Specialist role in the CS&S Operational Support Tier 2 Account Solutions organization which is responsible for supporting internal and external clients with complex inquiries pertaining to applications and paperwork submitted for new accounts, account maintenance, account updates, and research of complex inquiry topics. Our goal is to own every interaction and provide first contact resolution. As a team of experts, we are committed to delivering prompt and efficient solutions. Our focus is to enhance the client experience while building trust with both internal partners and external clients.

As a CS&S T2 Sr. Specialist in Account Solutions Hotline, you will promote client loyalty by providing the highest quality support to our clients and internal partners primarily through inbound/outbound phone calls relating to account opening and account maintenance. You will be a primary contact for our clients and internal partners to provide “best in class” service by:

• Bringing a passion for service, positivity, enthusiasm, professionalism, innovation, and continuous improvement to every client and internal partner interaction. 
• Actively listen, assess client needs, research complex requests, and deliver accurate, timely, and innovative solutions.
• Demonstrate advanced knowledge of Schwab products, services, departments, policies, procedures, and systems to effectively resolve complex and urgent issues.
• Leverage positive language, advanced communication skills, and sound judgment to de-escalate concerns, reduce perceived effort, and deliver exceptional client experiences.
• Take ownership of complex client issues by independently assessing risk, determining appropriate resolutions, and ensuring requests are completed accurately and within required timeframes.
• Serve as a subject matter expert (SME) by providing mentorship, coaching, thought partnership, and guidance to support peer development and issue resolution.
• Model excellence through the consistent application of the edge service model while supporting others to deliver superior client experiences.
• Proactively identify process improvement opportunities, challenge existing practices, and collaborate with leadership and partners to remove barriers and enhance client outcomes.
• Demonstrate leadership, accountability, and autonomy by resolving issues independently, promoting team engagement, and helping the team and department adapt to changing business needs and service levels.
• Maintain strong working knowledge of Client Central, myQ, Service Desktop, Knowledge Center, schwab.com, and other resources to resolve issues at the point of contact and promote digital adoption.
• Follow policies and procedures while mitigating risk, identifying continuous development, and supporting leadership initiatives.

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:

• Ability to independently resolve complex client issues while delivering exceptional service to clients and internal partners through the effective use of systems, tools, and resources to provide a Through Clients’ Eyes experience.
• Demonstrates advanced knowledge of products, services, policies, procedures, and resources to effectively and efficiently resolve complex client situations.
• Models the edge service model in every interaction and serves as a role model by coaching and mentoring others.
• Displays a high level of emotional intelligence, leveraging positive language and advanced communication skills to resolve concerns and reduce client effort.
• Functions as a subject matter expert (SME), providing guidance, partnership, and support.
• Demonstrates leadership, sound business judgment, and ownership while identifying continuous improvement opportunities to enhance processes and client experiences.

Preferred qualifications:

• 4+ years of client service, operations, or brokerage/financial industry experience preferred.
• Experience handling a high volume of inbound calls supporting clients and internal partners while leveraging edge skills to deliver exceptional service.
• Bachelor’s degree or equivalent work experience preferred.
• Series 7 and 63 (or 66) licenses are preferred but not required.  Series 9 & 10 licenses are welcomed.
• Experience serving as a subject matter expert (SME), coach, or mentor.
• Demonstrated ability to lead projects, influence positive change, and support leadership initiatives.

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