Resolution Manager, Client Advocacy Team

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Job ID:
20170221-640
Job Category:
Customer Service/Client Service
Relevant Work Experience:
Financial Services-6+ yrs, Customer Service-6+ yrs
Current Licenses / Certifications:
FINRA Series 63, FINRA Series 8, FINRA Series 10, FINRA Series 7, FINRA Series 9
Position Located In:
AZ - Phoenix
Education:
BA/BS
Job Type:
Full Time
Description:

Phoenix - AZ, PHXPEAK, 2423 E Lincoln Dr, 85016-1215
Lynette M Mannone
20170221-640

We believe that, when done right, investing liberates people to create their own destiny. We are driven by our purpose to champion every client’s goals with passion and integrity. We respect and appreciate the diversity of our employees, our clients, and the communities we serve. We challenge conventions strategically to create value for our clients, our firm and the world. We live and bring to life the concept of ‘own your tomorrow’ every day. We champion our employee strengths, guide their development, and invest in their long-term success. We hire optimistic, results-oriented, curious, innovative, and adaptable people with the desire to help our clients and one another succeed.

As a company, we were established by Chuck over 40 years ago to champion Main Street over Wall Street, and to help Americans transform themselves from earners to owners. Through advocacy and innovation, we work to make investing more affordable, accessible and understandable for all. As we enter our fifth decade, we are looking for talented, innovative and driven people who believe they can help themselves, and our clients, create a better future.

 

Our Opportunity:

The Client Advocacy Team (CAT) is responsible for handling escalated client issues from all areas of the Firm, including Field Management and the Executive Offices. The team acts as the centralized response and reporting system for written complaints and escalated verbal grievances that could not be resolved at the point of contact. The Client Advocacy Team acts as an advocate for our clients and will consult with internal business partners to help resolve client escalations and retain client relationships. 

 

What you’ll do:

The Resolution Manager will act as a client advocate in an effort to provide both timely and thoughtful solutions to client issues.  The ideal candidate will be able to balance both regulatory guidelines and client needs in each situation.  The goal is to resolve all issues through Clients’ eyes and ensure that the client feels valued even if we cannot fulfill their requests.  Accordingly, the Resolution Manager needs to have a high degree of business acumen, excellent business judgment, client focus, self-motivation, strong organizational skills, be detail-oriented, and have the capacity to handle highly stressful situations.  Being able to identify and assess risk is critical.  There is a strong regulatory component to the role, where thinking beyond just the client at hand is critical.  It is imperative to be able to think beyond a particular resolution to understand the broader impact it may have, downstream effects, or any precedence it may set.  It is critical to handle every situation in a highly professional manner, immediately take ownership of client concerns and launch into action.  The Resolution Manager will be responsible for researching client issues, exhausting all possibilities, while also meeting aggressive response time targets with clients.  The ability to think outside the box and come up with creative solutions is key to success.  The prospective applicant should possess highly effective and persuasive oral and written communication skills as responses will be required through both channels. 

As a Resolution Manager, you will handle client escalations received on our hotline as well as through several written channels.  You will partner closely with a wide range of departments and leaders across the firm, including our Legal and Compliance Regulatory Group, in order to resolve complex issues.  The Resolution Manager will also have an opportunity for providing feedback, analysis, and trends to business partners, and ultimately influence the overall client experience.  This will include working closely with branches and assisting Regional Branch Executives/Managers and ensuring all escalated service issues are resolved in a timely manner.  

Resolution Managers may be asked to handle volume received via alternative channels such as surveys and social media.  Resolution Managers might also lead special projects for various business partners, particularly for Compliance and the Office of Corporate Counsel.  These projects are often of a sensitive nature and can require a high level of discretion.  The Resolution Manager must be highly effective in managing their time in order to stay on top of their case work as well as complete ad-hoc projects with aggressive timelines. It is also expected for Resolution Managers to take the initiative and be proactive in identifying ways to improve our internal processes as well as escalate trends in client issues along with proposed solutions to leadership. The Resolution Manager may also receive escalations directly from the office of the CEO and other members of the executive team.  It is critical that the resolution manager can interact with executives in a professional manner and portray confidence with both clients and internal partners. In addition, as a GL57 they may also be called upon to handle escalations from peers when needed.    This role is expected to set the standard in high level service and conveying understanding and empathy for clients.  The Resolution Manager will directly handle, and assist others in developing client-focused solutions.  Each Team Member is accountable for the quality and content of their research, resolutions, and written documents. Overall, the Client Advocacy Team is responsible for accurately assessing the complexity and risk of issues and formulating a strategy to resolve appropriately.

 

What you have:

  • Series 7,63 licensing required, 9/10 licensing preferred
  • Strong focus on client advocacy and restoring loyalty after challenging situations
  • Highly skilled in conflict-resolution, including advanced negotiating and influencing skills
  • Strong industry knowledge with a working knowledge of Operations, Trading, and Products & Procedures 
  • 5+ years of experience in a client service capacity that includes demonstrated success in resolving complex issues
  • Strong business judgment and decision-making skills
  • Ability to work with minimal guidance and supervision
  • High level of professionalism in both written and oral communications
  • Ability to remain calm in stressful situations
  • Keen attention to detail
  • Demonstrated ability to recognize and mitigate risk
  • Flexible to work a 5x8 schedule within the hours of operation Monday thru Friday 9am-8pm ET.

 

What you’ll get:

  • Everyday Wellness: Healthy Rewards, Onsite Fitness Classes, Healthy Choices, Wellness Champions
  • Financial Fitness: 401k Match, Employee Discounts, Personalized advice, Brokerage discounts
  • Work/Life Balance: Sabbatical, New Mothers returning to work Program, Tuition Reimbursement Programs, Time off to volunteer
  • Inclusion: Employee Resource Groups, Commitment to diversity, Strategic partnerships
  • Not just a job, but a career, with an opportunity to do the best work of your life

Learn more about Life@Schwab.

Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law.


Job Specifications
Relocation Offered?: No
Work Schedule: Evenings, Days
Languages: English - spoken
Current Licenses / Certifications: FINRA Series 63, FINRA Series 8, FINRA Series 10, FINRA Series 7, FINRA Series 9
Relevant Work Experience: Financial Services-6+ yrs, Customer Service-6+ yrs
Position Located In: AZ - Phoenix
Education: BA/BS
Job Type: Full Time

Category:Customer Service/Client Service
Activation Date: Tuesday, October 10, 2017
Expiration Date: Wednesday, November 1, 2017
Apply Here
Apply Now    

Brokerage Products: Not FDIC Insured • No Bank Guarantee • May Lose Value

Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law. Schwab also does not discriminate against applicants or employees because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

At Schwab, we believe that every employee, through their diverse abilities and experiences, can contribute to our growth, innovation and client loyalty. We embrace diversity and are committed to providing equal opportunity to all employees and applicants. If you have a disability, and require reasonable accommodations in the application process, call Human Resources at 800-725-3535. We will be happy to assist you. Schwab will only share your accommodation request with those individuals who have a specific need to know. The request for an accommodation will not affect Schwab’s hiring decisions. All other submissions should be performed online.

The Charles Schwab Corporation provides a full range of securities, brokerage, banking, money management, and financial advisory services through its operating subsidiaries. Its broker-dealer subsidiary, Charles Schwab & Co., Inc. (“Schwab”), Member SIPC , offers investment services and products, including Schwab brokerage accounts. Its banking subsidiary, Charles Schwab Bank (member FDIC and an Equal Housing Lender), provides deposit and lending services and products.