Specialist, Service Operation Support (SOS)

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 being 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 Service Operation Support Hotline (SOS) responds to complex operational inquiries from internal and external clients. Our goal is to support First Call Resolution, while providing a means for further escalation if necessary. The team is designed to foster relationships with internal partners and facilitate prompt resolution of all calls and complex issues, including direct contact with clients as needed. Teams work closely with Oversight, Training and Management to identify key training and coaching opportunities for staff. The teams also identify and improvement opportunities related to systems and business processes to improve the client experience.

What you are good at

As an SOS Team Representative, you will have the opportunity to:

• Through phone based interactions with internal business partners, research and gather information through effective probing and listening skills to provide viable solutions for resolving complex client requests.
• Effectively use available tools and resources to troubleshoot and resolve client requests.
• 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.
• Bring a passion for service, positivity, enthusiasm, professionalism, a strong client focus, and creatively to your role every day!

What you have

• Series 7 and 63 (or 66) licenses preferred but not required. Both licenses are required at Specialist and Sr. Specialist level. Series 9 & 10 licenses are a plus.
• Experience on a frontline phone team or operations preferred. Strong working knowledge of Schwab internal systems, tools, and resources; including but not limited to Client Central, ACE, MyQ and IWIN. (preferred)
• Experience working in a team environment, including sharing feedback and knowledge with peers.
• Strong written communication skills including email and letter correspondence with external clients.
• Ability to create a strong network of partnerships and working relationships across departments to assist in problem solving.
• Passion for service, positive attitude, enthusiasm, professionalism, and strong client focus.
• Strong planning and organizational skills, including proven success with working across multiple computer applications and strong time management.
• Ability to accurately and quickly answer/resolve client service issues, while providing outstanding service to internal and external clients.
• Excellent interpersonal skills, including proven listening skills and the ability to communicate in a clear, well organized manner over the phone.

Colorado Compensation

Target Total Compensation - 40,700 - 60,300

Your actual pay will be based on your skills and experience -- talk with your recruiter to learn more.

Why work for us?

Own Your Tomorrow embodies everything we do! We are committed to helping our employees ignite their potential and achieve their dreams. Our employees get to play a central role in reinventing a multi-trillion-dollar industry, creating a better, more modern way to build and manage wealth.

Benefits: A competitive and flexible package designed to empower you for today and tomorrow. We offer a competitive and flexible package designed to help you make the most of your life at work and at home—today and in the future. Explore further.

Schwab is committed to building a diverse and inclusive workplace where everyone feels valued. As an Equal Opportunity Employer, our policy is to provide equal employment opportunities to all employees and applicants without regard to any status that is protected by law. Please click here to see the policy.

Schwab is an affirmative action employer, focused on advancing women, racial and ethnic minorities, veterans, and individuals with disabilities in the workplace. If you have a disability and require reasonable accommodations in the application process, contact Human Resources at [email protected] or call 800-275-1281.

TD Ameritrade, a subsidiary of Charles Schwab, is an Equal Opportunity Employer. At TD Ameritrade we believe People Matter. We value diversity and believe that it goes beyond all protected classes, thoughts, ideas, and perspectives.