Specialist, CS&S Account Solutions

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

• Bring a passion for service, positivity, enthusiasm, professionalism, a strong client focus, and creatively to your role every day!
• Actively listening, assessing client needs, researching complex requests, gathering information, and providing clients with innovative solutions and education. Deliver prompt responses and resolutions, while actively navigating internal departments to ensure seamless resolution for all client requests.
• Recognize challenging conversations and leverage positive language to resolve client needs.
• Ensure client requests are completed within required time frames that align to client satisfaction goals.
• Problem solving through the effective use of available toolsand resources to troubleshoot and resolve client requests.
• Communicating effectively and leveraging positive language to resolve challenging client needs.
• Take ownership of a variety of client issues, along with quickly and accurately assessing risk and best way to support and educate clients and professionals to provide superior client service.
• Identifying situations where escalation is warranted and taking vital action quickly in a high-risk environment.
• Proactively educating clients on our products and services as well as supporting business initiatives by developing strong partnerships with internal business partners.
• Deliver prompt, clear, and detailed responses, while actively navigating internal departments to ensure seamless resolution for all client requests. This may include questions on a wide array of educational, technical, and operational subjects through phone-based interactions and our internal inquiry system.
• Work collaboratively within the department, with your team and business partners in a fast-paced environment.

To ensure that we fulfill our promise of 'challenging the status quo,' this role has specific qualifications that successful candidates should have.

• Ability to accurately and quickly answer/resolve client service issues, while providing outstanding service to internal and external clients through the effective use of Systems and Resources to deliver Through Clients’ Eyes service
• Models the edge 2.0 service model in every client interaction
• Displays a high level of emotional intelligence (EQ)

• 2+ years’ experience in client service or operations with brokerage/financial…