Hotline Operations Specialist

2 weeks ago

Phoenix, Arizona, United States Charles Schwab Full time
Job Summary

We are seeking a skilled Hotline Operations Specialist to join our team at Charles Schwab. As a key member of our Client Service & Support's Operational Support division, you will play a critical role in providing exceptional client service and support to our clients.

Key Responsibilities
  • Provide outstanding client service with a focus on resolving client inquiries and issues in a timely and effective manner.
  • Manage client needs through to completion by means of follow-up, advanced research, client advocacy, and collaboration with business partners.
  • Practice active listening, open-ended dialogue, and rapport building to gain a thorough understanding of clients' needs.
  • Answer questions on a wide range of technical operational subjects, including tax, cost basis, corporate actions, distributions, proxy, class action, and securities operations.
  • Anticipate client issues and problems and proactively take necessary steps to prevent such problems from occurring.
  • Effectively manage and evaluate risk when reviewing client accounts and provide support related to varying operational subjects.
  • Set proper expectations when assessing and resolving client issues.
  • Deliver unparalleled value and outstanding service to our internal and external clients.
  • Recognize risks and acts to mitigate firm exposure.
  • Champion client use of Schwab's digital platform and provide website navigational support.
Requirements
  • Minimum of 12 months of financial services experience in the brokerage industry.
  • Subject matter knowledge within one or more of the following areas: corporate actions, distributions, security processing, tax reporting, and cost basis.
  • Solid analytical skills and ability to multi-task to perform multiple complex tasks with a superior level of attention to detail.
  • Excellent interpersonal skills and the ability to communicate in a clear and concise manner.
  • Strong verbal and written communication skills with a desire to work in a multi-channel virtual environment.
  • Exceptional critical thinking skills and the ability to exercise sound judgment.
  • Ability to analyze complex problems and provide effective solutions.
  • Ability to resolve client service issues while providing world-class service accurately and quickly to internal and external clients.
  • Adaptable to working in a high-volume, fast-paced environment.
  • Passion for working in a team environment and contributing toward departmental and team goals and objectives.
  • Positive attitude, enthusiasm, professionalism, and strong work ethic with high-level 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.
What's in it for you

At Charles Schwab, we're committed to empowering our employees' personal and professional success. Our purpose-driven, supportive culture, and focus on your development mean you'll get the tools you need to make a positive difference in the finance industry.

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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