Sr Specialist, Retention and Outreach Consultant

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.

The Centralized Relationships Solutions team (CRST) is part of the Investor Services Branch Network organization and is primarily responsible for serving clients across various client segments and through both dedicated and team-based relationship models. The Client Retention & Outreach Team, within CRST, is a phone-based team responsible for managing the Transfer of Account (TOA) alert queue and proactively following up with clients to determine what steps we could take to retain assets at Schwab. This new team will partner closely with a wide range of departments and leaders across the firm, including our managed and advised solutions platform, retail branch network, and executive leadership. The Retention Specialist will also have the opportunity to provide feedback, analysis, and trends to business partners and will ultimately influence the overall client experience. This will include working closely with branches and assisting executives and managers to ensure all escalated issues are resolved and Schwab is able to continue to enhance that relationship.

The goal for each Retention Specialist is to resolve issues through the client’s eyes and earn the right to retain that client’s assets at Schwab. Specific responsibilities include:

Resolving Client Issues:

• De-escalating situations while also understanding a client’s needs.
• The ability to think outside the box and to partner with the client to come up with mutually beneficial solutions to retain client relationships.
• Taking on-the-spot escalations from partners across the firm.

Navigating Schwab:

• Strong business acumen and understanding of all the products and services that Schwab has to offer as well as a strong network that can be leveraged to resolve client issues.
• Proven success in uncovering, qualifying and referring client opportunities to business partners (IDT, PCT, AT & Branch).

Proactive Outreach:

• Support outreach campaigns that vary in scope and require the Specialist to move quickly between different priorities and complex objectives.
• Campaigns may range from clients with limited investing experience, large cash balances, limited knowledge in tools and resources, high risk of attrition/liquidation, or other varying models.

The ideal candidate will have a high degree of professionalism portraying confidence with clients, internal colleagues, and executives. Through client interactions and a deep empathy and focus on the client experience, Specialists will be expected to uncover ways to improve our internal processes as well as escalate trends that are causing the outgoing transfers.

Additionally, you will have the opportunity to:

• Be part of a fast-paced environment where you will work on a collaborative team with a supportive manager focused on your professional development and coaching to achieve your long-term career aspirations
• Learn from a variety of mentors, coaches and leaders that are focused on you and your career at Schwab
• Demonstrate a strong passion for planning, understanding of the markets, empathy, energy, and problem solving while delivering unparalleled value and outstanding service to our clients.
• Provide investment education to our clients to empower them to make well-informed financial decisions

What you have

We place a premium on high performance, quality service and the ability to execute our strategy. Essential skills include:

Required Qualifications:

• A valid and active FINRA Series 7
• A valid and active Series 66 (63/65) license required (may be obtained within a 120 day condition of employment)
• Bachelor’s degree required
• Prefer a minimum of 2 years of financial services experience
• Entrepreneurial and a self-starter mindset
• Polished and persuasive interpersonal and verbal/written communication skill

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