Sr Specialist, Escalation Support (SOS)
Company: Charles Schwab
Location: Castle Rock
Posted on: November 12, 2021
Position Type: RegularYour OpportunityClient 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.-Workplace Flexibility Program: We're proud
to support our employees in a working approach that allows you to
bring your best self to work - whether that's in the office or
- Most Schwabbies have the opportunity to voluntarily work in the
office or at home based on their preference, through the remainder
- When the firm is ready to fully return to the office, employees
will have the flexibility of a hybrid work environment, spending
some time working remote and some time in the office.
- Employees and managers can discuss and decide what works best
for them, with additional flexibility available based on their
role, business needs, and individual circumstances.*Subject to
change as Schwab is continually evaluating the current environment
in order to best care for the safety and well-being of our
employeesWhat you are good atAs a Sr. Specialist 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.
- Be able to adapt to varying business conditions to provide
support to business partners and clients alike to provide world
- Display strong customer service skills, knowledge, and
experience to the role for both internal callers (Schwab employees)
and external callers (Schwab clients).
- 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 are required.- 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 across different teams.
- 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
- Excellent interpersonal skills, including proven listening
skills and the ability to communicate in a clear, well organized
manner over the phone.Colorado CompensationTarget total
Compensation- 58,400- 89,400Your actual pay will be based on your
skills and experience-- talk with you 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 .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 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 or call .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
Keywords: Charles Schwab, Castle Rock , Sr Specialist, Escalation Support (SOS), Other , Castle Rock, Colorado
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