Associate, Escalation Support

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 CS&S Resolution Team 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 a Resolution 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

• 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, 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.