Hotline Operations Specialist

Charles Schwab - Phoenix, AZ

Full-time - Entry Level

Phoenix, AZ

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

As a Hotline Operations Specialist at Charles Schwab, you will play a crucial role in the Client Reporting and Security Services (CRSS) team, which is part of the Client Service & Support's (CS&S) Operational Support division. This position is designed for individuals who are passionate about providing exceptional client service and have a strong understanding of financial services. The CRSS team serves as a TIER 2 escalation team, dedicated to promoting client loyalty by delivering high-quality subject matter expertise to both clients and internal business partners. You will receive ongoing and hands-on training to support various departments, including Schwab client tax reporting, cost basis, corporate actions, securities operations, distributions, and client reporting products. Additionally, you will assist with inquiries related to the custody of alternative investments, covering functions such as Asset Acceptance, Trading, Distributions, Reconciliation, Transfers, Client Service, Valuation, Risk Reporting and Monitoring, Communications, and Corporate Actions. In this role, you will be expected to provide outstanding client service with a “one call resolution” mentality, demonstrating empathy and problem-solving skills. You will manage client needs through to completion, utilizing follow-up, advanced research, client advocacy, and collaboration with business partners to ensure timely and accurate delivery of information. Active listening, open-ended dialogue, and rapport building will be essential in understanding clients' needs and anticipating potential issues. You will also be responsible for effectively managing and evaluating risk when reviewing client accounts and providing support related to various operational subjects. Your ability to set proper expectations when assessing and resolving client issues will be key to delivering unparalleled value and outstanding service to both internal and external clients. Moreover, you will champion client use of Schwab's digital platform, providing website navigational support and encouraging the adoption of Schwab.com tools, products, and services. This position requires a proactive approach to problem-solving and a commitment to maintaining the highest standards of service excellence.

Responsibilities

• Provide outstanding client service with a 'one call resolution' mentality while demonstrating empathy and problem-solving skills.
• 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.
• 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 act 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 (phone, email, chat) and familiarity with 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 ability to 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 - contributing toward departmental and team goals and objectives.
• Positive attitude, enthusiasm, professionalism, and strong work ethic with 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.

Nice-to-haves

• Series 7 and 63 licenses preferred, but not required.

Benefits

• 401(k) with company match
• Employee stock purchase plan
• Paid time for vacation
• Volunteering time
• 28-day sabbatical after every 5 years of service for eligible positions
• Paid parental leave
• Family building benefits
• Tuition reimbursement
• Health insurance
• Dental insurance
• Vision insurance