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Sr Specialist, Escalation Support (SOS)

Company: Charles Schwab
Location: Glendale
Posted on: November 18, 2021

Job Description:

Position Type: RegularYour OpportunityClient Service & Support (CS&S) is the primary service and trading arm for Schwab Investor Services.- CS&S provides service to our retail clients to fulfill our purpose of championing every client's goals with passion and integrity. The vision for CS&S is being engaged financial service professionals who inspire client loyalty by providing guidance and solutions to fulfill clients' needs.- With a focus on employee development and collaboration, we help clients and employees reach their goals.- CS&S builds loyalty with clients and employees one interaction at a time.-The Service Operation Support Hotline (SOS) responds to complex operational inquiries from internal and external clients.- Our goal is to support First Call Resolution, while providing a means for further escalation if necessary.-- The team is designed to foster relationships with internal partners and facilitate prompt resolution of all calls and complex issues, including direct contact with clients as needed. Teams work closely with Oversight, Training and Management to identify key training and coaching opportunities for staff. The teams also identify and improvement opportunities related to systems and business processes to improve the client experience.-Workplace Flexibility Program: We're proud to support our employees in a working approach that allows you to bring your best self to work - whether that's in the office or remote.

  • Most Schwabbies have the opportunity to voluntarily work in the office or at home based on their preference, through the remainder of 2021.*
  • When the firm is ready to fully return to the office, employees will have the flexibility of a hybrid work environment, spending some time working remote and some time in the office.
  • Employees and managers can discuss and decide what works best for them, with additional flexibility available based on their role, business needs, and individual circumstances.*Subject to change as Schwab is continually evaluating the current environment in order to best care for the safety and well-being of our employeesWhat you are good atAs a Sr. Specialist SOS Team Representative, you will have the opportunity to:
    • Through phone based interactions with internal business partners, research and gather information through effective probing-and listening skills to provide viable solutions for resolving complex-client requests.
    • Effectively use available tools-and resources to troubleshoot and resolve client requests.
    • Be able to adapt to varying business conditions to provide support to business partners and clients alike to provide world class service.
    • Display strong customer service skills, knowledge, and experience to the role for both internal callers (Schwab employees) and external callers (Schwab clients).
    • Deliver prompt responses and-resolutions, while actively navigating internal departments to ensure seamless resolution for all client requests.
    • Recognize challenging conversations and leverage positive language to resolve client needs.
    • Ensure client requests are-completed within required time frames that align to client satisfaction-goals.
    • Bring a passion for service, positivity, enthusiasm, professionalism, a strong client focus, and creatively to your role every day!--What you have
      • Series 7 and 63 (or 66)-licenses are required.- Series 9 & 10 licenses are a plus.
      • Experience on a frontline phone-team or operations preferred. Strong working knowledge of Schwab internal systems, tools, and resources; including but not limited to Client Central, ACE,-MyQ, and IWIN. (preferred)
      • Experience working in a team-environment, including sharing feedback and knowledge with peers across different teams.
      • Strong written communication-skills including email and letter correspondence with external clients.
      • Ability to create a strong-network of partnerships and working relationships across departments to-assist in problem solving.
      • Passion for service, positive-attitude, enthusiasm, professionalism, and strong client focus.
      • Strong planning and-organizational skills, including proven success with working across-multiple computer applications and strong time management.
      • Ability to accurately and-quickly answer/resolve client service issues, while providing outstanding-service to internal and external clients.
      • Excellent interpersonal skills, including proven listening skills and the ability to communicate in a clear, well organized manner over the phone.Colorado CompensationTarget total Compensation- 58,400- 89,400Your actual pay will be based on your skills and experience-- talk with you recruiter to learn more.Why work for us?Own Your Tomorrow embodies everything we do! We are committed to helping our employees ignite their potential and achieve their dreams. Our employees get to play a central role in reinventing a multi-trillion-dollar industry, creating a better, more modern way to build and manage wealth.Benefits: A competitive and flexible package designed to empower you for today and tomorrow. We offer a competitive and flexible package designed to help you make the most of your life at work and at home-today and in the future. Explore .Schwab is committed to building a diverse and inclusive workplace where everyone feels valued. As an Equal Opportunity Employer, our policy is to provide equal employment opportunities to all employees and applicants without regard to any status that is protected by law. Please click to see the policy. Schwab is an affirmative action employer, focused on advancing women, racial and ethnic minorities, veterans, and individuals with disabilities in the workplace. If you have a disability and require reasonable accommodations in the application process, contact Human Resources at or call .TD Ameritrade, a subsidiary of Charles Schwab, is an Equal Opportunity Employer. At TD Ameritrade we believe People Matter. We value diversity and believe that it goes beyond all protected classes, thoughts, ideas, and perspectives.

Keywords: Charles Schwab, Glendale , Sr Specialist, Escalation Support (SOS), Other , Glendale, Arizona

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