Specialist, CS&S Escalation Support, Move Money Operations Hotline

3 weeks ago

ORLANDO, United States Charles Schwab Full time
Position Type: RegularYour opportunity

Charles Schwab’s CS&S OST Specialist is responsible for risk prevention, processing of money movements, and education of policies and procedures related to money movement and asset transfers. We focus on increasing productivity and gaining efficiencies in order to better position Schwab to compete 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 maximize trust while minimizing risk by owning every client interaction through clients’ eyes. 

What you’re good at:

As an OST MMATS Hotline Specialist, you will promote client loyalty by providing the highest quality support to our internal and external customers via inbound/outbound phone calls and internal chat support, 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 managing and evaluating risk when reviewing client account money movement requests including but not limited to check requests, check deposits, ACAT transfers, and domestic and international wires.
  • Responding to questions on a wide array of technical and operational subjects.
  • Actively listening, assessing client needs, researching information, and providing clients with innovative solutions.
  • Problem solving and conducting research/special requests through the use of email, telephone, and our internal inquiry system.
  • Identifying situations where escalation is warranted and taking the necessary action quickly in a high-risk environment.
  • Communicating effectively and delivering work that is detailed and clear.
  • Working collaboratively and efficiently with others in a fast-paced environment.
  • Proactively educating clients and internal partners on our products and services.
  • Supporting business initiatives by developing strong partnerships.
  • Prioritize multiple internal chat conversations simultaneously and actively lead chat dialogues for efficiency and effectiveness.
  • Handling escalated calls when warranted and resolving client issues by taking appropriate action quickly in a high-risk environment.
  • Demonstrating leadership and the ability to be a role model and mentor 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.
  • Proactively educating clients and internal partners on our products and services.
  • Supporting business initiatives by developing strong partnerships.
  • Handling escalated calls when warranted and resolving client issues by taking appropriate action quickly in a high-risk environment. Demonstrating leadership and the ability to be a role model and mentor to your peers.
  • Strong interpersonal, verbal, and written communication skills.
  • Excellent operational and follow-up skills with the ability to manage complex work.
  • Demonstrated ability to be self-directed, and quickly develop a full understanding of our business.
  • Intermediate to advanced level of knowledge regarding regulatory, audit and compliance policies regarding the securities industry.  
  • Positive attitude, team oriented, enthusiastic, professional, forward thinker and strong work ethic.

 

You demonstrate these behaviors: 

 

  • Results Orientation:(Disciplined 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 openness 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.
  • Fostering Teamwork: As a team member, the ability and desire to work cooperatively with others on a team; as a team leader, interest, skill, and success in getting groups to learn to work together cooperatively.
  • Communication: Expressing oneself clearly in conversations and interactions with others through written and oral communication.

In addition to the salary range, this role is eligible for bonus or incentive opportunities.


What’s in it for you

At Schwab, we’re committed to empowering our employees’ personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you’ll get the tools you need to make a positive difference in the finance industry. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.

We offer a competitive benefits package that takes care of the whole you – both today and in the future:

  • 401(k) with company match and Employee stock purchase plan
  • Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
  • Paid parental leave and family building benefits
  • Tuition reimbursement
  • Health, dental, and vision insurance

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