Resolution Specialist Trade Support

Job Description

Your Opportunity

Client Service & Support (CS&S) is the primary service and trading arm for Schwab Investor Services. CS&S provides service to our retail clients to fulfill our purpose of championing every client’s goals with passion and integrity. The vision for CS&S is to be engaged Financial Service Professionals who inspire client loyalty by providing guidance and solutions to fulfill clients' needs. With a focus on employee development and collaboration, we help clients and employees reach their goals. CS&S builds loyalty with clients and employees one interaction at a time.

The Trade Support Group is responsible for managing risk through education, communication, and by strengthening business partnerships in an effort to enhance the client experience and restore client loyalty. The Trade Support Group handles second-level escalations on all trade related issues acting as a liaison to trading operations and market centers to ensure “best in class” trade execution.

What you’re good at

As a Trade Support Resolution Manager, you will have the opportunity to:

• Providing trading support and outstanding service to a wide range of both dedicated internal and external clients
• Maintaining the Trade Support Hotline to deliver field assistance on a wide variety of items including client disputes, errors, trading related inquiries and Volume Contingency Plan overflow
• Adapt to a rapidly changing environment when supporting the Client Services organization during high volume periods and contingency events
• Provide dedicated service to both the local call center and assigned geographical branches while assisting other Trade Support Teams in alternate locations
• Lead specialized functions such as managing professional trader billing set up, SWISS, Estates, and Transfer Of Account trades
• Ensure compliance and documented supervision of trade dispute resolution, internal inventory account activity and a variety of specialized workflows
• Remain abreast of evolving industry developments, market structure evolution, new products and trading related regulatory changes
• Lend to the Trade Support Group's professionalism, market expertise, technical capabilities, communication skills and proactive outreach activity
• Assessing and resolving escalated client trade issues at a moment’s notice and leading trade efforts during network system downtime
• Proactively recognize strategic business opportunities and be willing to challenge traditional process with manager, colleagues and business partners
• Work collaboratively with other peers across the network organization and successfully engage in cross-departmental projects and initiatives
• Support the training department as a trading Subject Matter Expert and training facilitator
• Coordinate and partner with numerous internal departments, external business partners and a variety of trading related vendors
• Collaborate within the national Trade Support Group Online Community to share ideas and solutions to challenges

In addition to base salary, Resolution Managers may take advantage of Schwab’s extensive benefits program and also have the opportunity to earn a bonus which rewards team goals, client satisfaction, client retention, and profitable company growth. Schwab employees also have the opportunity to take part in community service projects and other company events.

What you have

• Active FINRA Series 7, 63 (or 66)
• Active 9/10 (8) licenses (preferred). If not held presently, would be required to be obtained as a Condition of Employment (COE).
• At least 2 years of Client Service experience in Schwab Client Services preferred
• Experience supporting all Schwab electronic products is preferred
• Extensive trading background, client relationship support or escalation group experience
• Thorough knowledge of brokerage/financial services industry, market mechanics, trading operations, audit, compliance, and general regulatory developments
• Positive attitude, enthusiasm, professionalism, and strong work ethic with the highest level of integrity
• Demonstrated passion for providing client-centric solutions that successfully decrease risk, client effort, attrition and costs
• Excellent verbal and written communication skills to influence and build consensus
• Proven presentation skills with experience working collaboratively across business units
• Ability to be registered in all US States and Territories is required