Senior Specialist, Monitoring Operations Lead

3 weeks ago

Indianapolis IN, United States Charles Schwab Full time

Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.
Client Reporting and Security Services (CRSS) is part of our Client Service & Support’s (CS&S) Operational Support division. CRSS is a TIER 2 escalation team that promotes client loyalty by providing high quality subject matter expertise to our clients and internal business partners. CRSS team members are provided ongoing and hands-on training to support departments that encompass a variety of subject matters including Schwab client tax reporting, cost basis, corporate actions, securities operations, distributions, and client reporting products. Alternative Investments Custody Services is another business segment within CRSS and it assists clients and internal business partners with inquiries and process needs related to the custody of alternative investments. This includes a variety of functions covering Asset Acceptance, Trading, Distributions, Reconciliation, Transfers, Client Service, Valuation, Risk Reporting and Monitoring, Communications and Corporate Actions. The work performed is detailed, and explanations must be communicated in a clear and effective manner as clients can make financial decisions based on the information given. Explore a challenging opportunity to join a critical department within CS&S’s Operational Support division that provides specialized phone support and resolution to client inquiries.
In Client Reporting and Security Services (CRSS) and Alternative Investments (AI) groups, you are joining a team of professionals with a passion for providing a high-quality service experience to clients. Manage client needs through to completion by means of follow-up, advanced research, client advocacy, and collaboration with business partners to ensure timely and accurate delivery of information.
Practice active listening, open-ended dialogue, and rapport building to gain a thorough understanding of clients’ needs.
Answer questions on a wide assortment of technical operational subjects including but not limited to Tax, Cost Basis, Corporate Actions, Distributions, Proxy, Class Action, and Securities Operations.
Effectively manage and evaluate risk when reviewing client accounts and provide support related to varying operational subjects.
Recognize risks and acts to mitigate firm exposure.
Champion client use of Schwab’s digital platform and provide website navigational support by leading with a superior understanding of features and benefits of Schwab.com tools, products, and services to encourage adoption of our industry leading platform.
Minimum of 12 months of financial services experience in the brokerage industry.
Corporate Actions, Distributions, Security Processing, Tax Reporting and Cost Basis.
Strong verbal and written communication skills with a desire to work in a multi-channel virtual environment (phone, email, chat) and familiarity with EDGE model preferred.
Peer influence skills a must as senior administrators will be required to help drive and support change.
Bachelor’s degree or equivalent work experience
401(k) with company match and Employee stock purchase plan
~ Paid parental leave and family building benefits
~ Tuition reimbursement
~ Health, dental, and vision insurance

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