Move Money Solutions Hotline Specialist - Operations

Your Opportunity

Charles Schwab’s Move Money Solutions is responsible for risk prevention, processing of money movements, and education of policies and procedures related to money movement. We focus on increasing operating leverage by integrating functions, increasing productivity, and gaining efficiencies in order to better position Schwab to contend in the marketplace and to reinvest in areas that matter most to our clients. As an elite team of experts, we are committed to delivering efficient solutions that improve trust while minimizing risk by owning every client interaction through clients’ eyes.

What you are good at

As a Move Money Solutions Specialist, you will promote client loyalty by providing the highest quality support to our internal and external customers via inbound and outbound phone calls relating to the movement of funds. You will be a primary contact for our branch partners and clients, internal partners, and external clients, and provide “best in class” service by:

• Effectively handling and evaluating risk while processing incoming and outgoing wires, ACH transactions, depositing funds, disbursement requests and processing of internal transfers.
• Assess and resolve client issues that relate to wires, deposits, and transfers by helping clients “Own their Tomorrow”. You will assist clients in navigating through money movement solutions and services available at Schwab.
• Problem solving and conducting research/special requests through the use of internal processing systems, phone, and emails
• Identifying situations where escalation is warranted and the ability to act quickly in a high-risk environment.
• Performing work that is detailed and communicated in a clear, effective manner.
• Work collaboratively and effectively with others in a fast-paced environment.
• Proactively educate clients and internal partners on our processes and services.
• Support business initiatives by developing strong partnerships.
• Handle escalations when warranted and the ability to act quickly in a high-risk environment by assessing and resolving clients’ issues.
• Demonstrate leadership and ability to be a role model and mentor to your peers.

What you have

• 2 years’ experience in client service or operations with brokerage/financial industry preferred.
• Bachelor’s degree or equivalent work experience preferred.
• Ability to learn new technology and apply a variety of data and systems in order to proactively identify solutions to meet client needs.
• Hard-working and demonstrated ability to work in a high volume environment.
• Intermediate technical skills, with the ability to use multiple applications simultaneously and efficiently, including Windows, internet research, database systems, and email.
• Excellent operational and follow-up skills with the ability to handle complex work.
• Engaging interpersonal, verbal, and written communication skills.
• Demonstrated ability to be self-directed, and quickly develop a full understanding of our business.
• Intermediate of knowledge regarding regulatory, audit and compliance policies regarding the securities industry is needed.
• Positive attitude, team oriented, enthusiastic, professional, forward thinker and strong work ethic.
• Due to nature of risk with responsibilities, attention to detail and accuracy are required.

You demonstrate these behaviors:

• Results Orientation: (Well-adapted and Delivers Results)- Focusing on the desired end result of one’s own or one’s units work; setting challenging goals, focusing effort on the goals, and meeting or exceeding them.
• Customer Orientation: Demonstrates proactive behavior by anticipating clients’ needs and taking ownership as the point of contact, working towards a resolution in a timely manner in order to deliver a consistent, superior, client experience. Seeks out key individuals involved in a situation to learn their perspectives.
• Flexibility: Demonstrates willingness to new organizational structures, procedures, and technology. Looks for opportunities to provide the most critical support during high volume seasons.
• Initiative: Identifying what needs to be done and doing it before being asked to or required by the situation.
• Analytical Thinking: approaching a problem by using a logical, systematic, sequential approach.

Salary : $40,600 - $72,200