Hotline Operations Specialist IN
Company: Charles Schwab
Location: Indianapolis
Posted on: April 18, 2024
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Job Description:
Position Type: RegularYour Opportunity
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.
Client Reporting and Security Services (CRSS) is part of our Client
Service & Support's (CS&S) Operational Support division. CRSS
is a TIER 2 escalation team that promotes client loyalty by
providing high quality subject matter expertise to our clients and
internal business partners. CRSS team members are provided ongoing
and hands-on training to support departments that encompass a
variety of subject matters including Schwab client tax reporting,
cost basis, corporate actions, securities operations,
distributions, and client reporting products. Alternative
Investments Custody Services is another business segment within
CRSS and it assists clients and internal business partners with
inquiries and process needs related to the custody of alternative
investments. This includes a variety of functions covering Asset
Acceptance, Trading, Distributions, Reconciliation, Transfers,
Client Service, Valuation, Risk Reporting and Monitoring,
Communications and Corporate Actions. The work performed is
detailed, and explanations must be communicated in a clear and
effective manner as clients can make financial decisions based on
the information given. We have teams in Orlando, Indianapolis,
Denver, Phoenix and Westlake. Explore a challenging opportunity to
join a critical department within CS&S's Operational Support
division that provides specialized phone support and resolution to
client inquiries.
What you have
Our Enhanced Specialists build trust and inspire confidence through
exceptional service, on every interaction with our clients. In
Client Reporting and Security Services (CRSS) and Alternative
Investments (AI) groups, you are joining a team of professionals
with a passion for providing a high-quality service experience to
clients. You will:
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 acts to mitigate firm exposure.
Champion client use of Schwab's digital platform and provide
website navigational support by leading with a superior
understanding of features and benefits of Schwab.com tools,
products, and services to encourage adoption of our industry
leading platform.
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; Can operate with little instructions on day-to-day work
with general direction on assignments.
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. Peer influence skills a
must as senior administrators will be required to help drive and
support change.
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
In addition to the salary range, this role is also eligible for
bonus or incentive opportunities.
What's in it for you
At Schwab, we're committed to empowering our employees' personal
and professional success. Our purpose-driven, supportive culture,
and focus on your development means you'll get the tools you need
to make a positive difference 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 being together in person on a regular basis.
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
Keywords: Charles Schwab, Indianapolis , Hotline Operations Specialist IN, Other , Indianapolis, Indiana
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