Sr Specialist, Escalation Support (SOS)
Company: Charles Schwab
Location: Grand Prairie
Posted on: November 19, 2021
Position Type: Regular Your Opportunity
Client 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
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
What you are good at
As a Sr. Specialist SOS Team Representative, you will have the
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
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
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
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
Excellent interpersonal skills, including proven listening skills
and the ability to communicate in a clear, well organized manner
over the phone.
Target total Compensation- 58,400- 89,400
Your 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 further .
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 here 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 firstname.lastname@example.org or call 800-275-1281
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, Grand Prairie , Sr Specialist, Escalation Support (SOS), Other , Grand Prairie, Texas
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