Westlake - TX, TX2050R, 2050 Roanoke Road, 76262-9616
Lynette M Mannone
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.
The Client Advocacy Alert Resolution Team is responsible for handling client issues that are received through various surveys (CPS, Medallia, Branch Interaction, etc) that Schwab generates to gain Voice of Client information. The team acts as the centralized response and reporting group for survey alerts and will partner closely with the Client Advocacy Team and Client Experience, as well as several lines of business to resolve customer issues and ensure client pain points are identified for review. The Client Advocacy Alert ResolutionTeam 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 Sr. Specialist 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 Sr Specialist needs to have a high degree of business acumen, excellent business judgment, client focus, self-motivation, strong organizational skills, be detail-oriented, have the capacity to handle highly stressful situations, and being able to identify and assess trends. There is a strong regulatory component to the role in identifying customer complaint language within survey verbatim and ensuring proper handling is followed and 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 Sr Specialist will be responsible for contacting clients after a survey has generated an alert, efficiently understand the client’s main issue, and engage in a conversation to resolve the issue at the first point of contact. 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 may be required through both channels.
As a Sr Specialist, you will handle client escalations received via survey alerts as well as through other channels. You will partner closely with a wide range of departments to find creative solutions in order to resolve customer issues. The Sr Specialist will also be expected to provide feedback, analysis, and trends to business partners, and ultimately influence the overall client experience. This may include working closely with branches and assisting Regional Branch Executives/Managers and ensuring all escalated alert issues are resolved in a timely manner.
The Sr. Specialist might also assist in special projects for various business partners, including 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 Sr. Specialist must be highly effective in managing their time in order to stay on top of their queue work as well as complete ad-hoc projects with aggressive timelines. It is also expected for the Sr. Specialist 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. This role is expected to set the standard in high level service and conveying understanding and empathy for clients.
What you have:
- Series 7 & 63 licensing required
- Working knowledge of Operations, Trading, and Schwab Products & Procedures
- Strong industry knowledge
- Minimum 2 years’ experience in a client service capacity that includes demonstrated success in resolving complex issues
- Strong judgment and decision-making skills
- Ability to work with minimal guidance and supervision
- High level of professionalism in both written and oral communications (role will involve direct communication with executives)
- Ability to remain calm in stressful situations
- Strong focus on client advocacy and restoring loyalty after challenging situations.
- Keen attention to detail
- Highly skilled in conflict-resolution, including advanced negotiating and influencing skills
- Demonstrated ability to recognize and mitigate risk
What you’ll get:
- Comprehensive Compensation and Benefits package
- Financial Health: 401k Match, Employee Stock Purchase Plan, Employee Discounts, Personalized advice, Brokerage discounts
- Work/Life Balance: Sabbatical, Paid Parental Leave, New Mothers returning to work Program, Tuition Reimbursement Programs, Time off to volunteer, Employee Matching Gifts Program
- Everyday Wellness: Health and Lifestyle Wellness Rewards, Onsite Fitness Classes, Healthy Food Choices, Wellness Champions
- 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.
||English - spoken
|Current Licenses / Certifications:
||FINRA Series 63, FINRA Series 7
|Relevant Work Experience:
||Customer Service-2-5 yrs, Financial Services-2-5 yrs
|Position Located In:
||TX - Dallas, TX - Westlake
Category:Customer Service/Client Service
Activation Date: Friday, February 9, 2018
Expiration Date: Tuesday, May 1, 2018