Associate – CS&S T2 Hotline Support Team

At Schwab, you’re empowered to make an impact on your career.  Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.

This is an Associate role in the CS&S Tier 2 Hotline Support Team Account Solutions organization which is responsible for supporting internal and external clients with complex inquiries pertaining to applications and paperwork submitted for new accounts, account maintenance, account updates, and research of complex inquiry topics. Our goal is to own every interaction and provide first contact resolution. As an elite team of experts, we are committed to delivering prompt and efficient solutions. Our focus is to enhance the client experience while building trust with both internal partners and external clients.

What you'll do:

As a CS&S T2 Associate in Account Solutions Hotline, you will focus on incoming calls from client or internal business partners in response to New Accounts and Account Maintenance items requiring additional information. You will be responsible for answering calls, act as a subject matter expert on missing information, and ensuring client interactions are exceptional. Below outlines a summary of additional responsibilities for this role:

• Ability to work effectively in a high call volume environment and respond confidently to caller’s inquiry. Most inbound calls are in response to written communication sent to clients
• Review Schwab account applications with caller while balancing call time and minimal hold time
• Listen to client cues (phone contact) and review accounts to engage in a dialogue to identify additional needs and present effective help and guidance solutions
• Exhibit a passion for client service, positive energy, and problem-solving skills to assist Schwab clients in opening their accounts as well as performing detailed research and follow-up, via phone contact
• Receive inbound calls from our clients - both external and internal
• Establish clear points of contact for one-stop resolution and for ongoing support and escalations
• Demonstrate flexibility and work collaboratively with other team members to deliver high quality service and meet client expectations
• Manage multiple tasks effectively by balancing phone efficiency with excellent service quality

• Interest in a long-term career in financial services with potential to become licensed
• Excellent analytical skills and ability to multi-task to perform multiple complex tasks with a superior level of attention to detail
• Basic to intermediate knowledge of investment products and industry regulations. Ability to explain these complex subjects via the phone
• Intermediate to Advanced technical skills with the ability to utilize at least 5 different applications at any one time, including Windows, internet researching, database systems, and email
• Ability to work in a structured environment during specified hours as pre-determined by business need
• Excellent communication skills both verbal and written
• Basic math skills including addition, subtraction, multiplication, and division
• Collaborative and relational work style with proven success in a team environment
• Positive attitude, enthusiasm, professionalism, and strong work ethic with high level of integrity and ethics
• Effectively organizes, assembles, and arrange resources to meet departmental goals
• In addition to the minimum qualifications, ideal candidates will also have the followed preferred qualifications:
  • 2+ years of college study in finance, economics, business administration, or related area; degree is preferred
  • 1+ year of work experience, preferably in financial services, operations, or client support is desired
  • Prior experience working in a dual monitor environment and the ability to utilize over 7 open programs at one time is a plus

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