Client Services Operations Associate

4 weeks ago

Phoenix, Arizona, United States Charles Schwab Full time

Position Type:
Regular
Your Opportunity

At Charles Schwab, you are empowered to influence your career. Here, innovative thinking meets creative problem-solving, enabling us to 'challenge the status quo' and reshape the finance industry together.
Client Reporting and Security Services (CRSS) is a segment of our Client Service & Support's (CS&S) Operational Support division.

CRSS operates as a TIER 2 escalation team dedicated to enhancing client loyalty by delivering high-quality subject matter expertise to our clients and internal stakeholders.

Members of the CRSS team receive continuous and practical training to assist departments that cover a range of topics including Schwab client tax reporting, cost basis, corporate actions, securities operations, distributions, and client reporting products.

Alternative Investments Custody Services is another segment within CRSS, aiding clients and internal partners with inquiries and procedural needs concerning the custody of alternative investments.

This role encompasses various functions including Asset Acceptance, Trading, Distributions, Reconciliation, Transfers, Client Service, Valuation, Risk Reporting and Monitoring, Communications, and Corporate Actions.

The tasks performed are meticulous, and explanations must be conveyed clearly and effectively, as clients may make financial decisions based on the information provided.

We have teams in multiple locations.

Explore a rewarding opportunity to join a vital department within CS&S's Operational Support division that offers specialized phone support and resolution to client inquiries.

What You Have
Our Enhanced Specialists cultivate trust and inspire confidence through exceptional service in every interaction with our clients.

In the Client Reporting and Security Services (CRSS) and Alternative Investments (AI) groups, you will be part of a team of professionals dedicated to delivering a high-quality service experience to clients.


Your Responsibilities:
Provide outstanding client service with a 'one call resolution' approach while demonstrating empathy and problem-solving abilities.

Manage client needs through to resolution by means of follow-up, advanced research, client advocacy, and collaboration with business partners to ensure timely and accurate information delivery.

Practice active listening, open-ended dialogue, and rapport building to thoroughly understand clients' needs.

Address inquiries on a wide range of technical operational subjects including but not limited to Tax, Cost Basis, Corporate Actions, Distributions, Proxy, Class Action, and Securities Operations.

Anticipate client issues and proactively take necessary steps to prevent such problems from arising.
Effectively manage and assess risk when reviewing client accounts and provide support related to various operational subjects.
Set appropriate expectations when evaluating and resolving client issues.
Deliver unparalleled value and exceptional service to our internal and external clients.
Identify risks and take action to mitigate firm exposure.

Encourage client utilization of Schwab's digital platform and provide website navigational support by leading with a comprehensive understanding of features and benefits of tools, products, and services to promote adoption of our industry-leading platform.


Requirements:
Minimum of 12 months of experience in financial services within the brokerage industry.

Subject matter expertise in one or more of the following areas: Corporate Actions, Distributions, Security Processing, Tax Reporting, and Cost Basis.

Strong analytical skills and the ability to multitask to handle multiple complex tasks with a high level of attention to detail; can operate with minimal instructions on daily tasks with general guidance on assignments.

Excellent interpersonal skills and the ability to communicate clearly and concisely.

Strong verbal and written communication skills with a desire to work in a multi-channel virtual environment (phone, email, chat) and familiarity with the EDGE model preferred.

Exceptional critical thinking skills and the ability to exercise sound judgment.
Ability to analyze complex problems, with strong attention to detail and provide effective solutions.
Ability to resolve client service issues while delivering world-class service accurately and promptly to internal and external clients.
Adaptable to working in a high-volume, fast-paced environment.
Passion for teamwork - contributing toward departmental and team goals and objectives. Peer influence skills are essential as senior administrators will be required to help drive and support change.
Positive attitude, enthusiasm, professionalism, and a strong work ethic with a high level of integrity and ethics.
Strong working knowledge of Schwab internal systems, tools, and resources.
Series 7 and 63 licenses preferred, but not required.
Bachelor's degree or equivalent work experience.
In addition to the salary range, this role is also eligible for bonus or incentive opportunities.
What's in it for You
At Charles Schwab, we are committed to empowering our employees' personal and professional success.

Our purpose-driven, supportive culture, and focus on your development means you'll receive the tools necessary to make a positive impact 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 in-person collaboration on a regular basis.

We offer a competitive benefits package that supports your overall well-being – both today and in the future: 401(k) with company match and Employee stock purchase plan
Paid time for vacation, volunteering, and a 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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