Move Money Asset Transfer Specialist

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. We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified locations.

About the role

Charles Schwab’s CS&S T2 Hotline Support Team - Move Money Asset Transfer Specialist is responsible for risk prevention, processing of money movements, and education of policies and procedures related to money movement and asset transfers. We focus on increasing productivity and gaining efficiencies in order to better position Schwab to compete in the marketplace and to reinvest in areas that matter most to our clients. As an elite team of experts, we are committed to delivering efficient solutions that maximize trust while minimizing risk by owning every client interaction through clients’ eyes.

Responsibilities

• Promote client loyalty by providing the highest quality support to our internal and external customers via inbound/outbound phone calls and internal chat support, relating to the movement of funds.
• Serve as a primary contact for branch partners, internal partners, and external clients, delivering “best in class” service by effectively managing and evaluating risk when reviewing client account money movement requests including but not limited to check requests, check deposits, ACAT transfers, and domestic and international wires.
• Respond to questions on a wide array of technical and operational subjects.
• Actively listen, assess client needs, research information, and provide clients with innovative solutions.
• Problem solve and conduct research/special requests through the use of email, telephone, and our internal inquiry system.
• Identify situations where escalation is warranted and take the necessary action quickly in a high-risk environment.
• Communicate effectively and deliver work that is detailed and clear.
• Work collaboratively and efficiently with others in a fast-paced environment.
• Proactively educate clients and internal partners on our products and services.
• Support business initiatives by developing strong partnerships.
• Prioritize multiple internal chat conversations simultaneously and actively lead chat dialogues for efficiency and effectiveness.
• Handle escalated calls when warranted and resolve client issues by taking appropriate action quickly in a high-risk environment.
• Demonstrate leadership and the ability to be a role model and mentor to peers.

Requirements

• 2+ years’ experience in client service or operations with brokerage/financial industry preferred.
• Handling escalated calls when warranted and resolving client issues by taking appropriate action quickly in a high-risk environment.
• Demonstrating leadership and the ability to be a role model and mentor to peers.

Qualifications

• Bachelor’s degree or equivalent work experience preferred.
• Strong interpersonal, verbal, and written communication skills.
• Excellent operational and follow-up skills with the ability to manage complex work.
• Demonstrated ability to be self-directed and quickly develop a full understanding of our business.
• Intermediate to advanced level of knowledge regarding regulatory, audit, and compliance policies in the securities industry.
• Positive attitude, team-oriented, enthusiastic, professional, forward-thinker, and strong work ethic.

Skills

• Results Orientation: Focusing on the desired end result of one’s own or one’s unit’s work; setting challenging goals, focusing effort on the goals, and meeting or exceeding them.
• Customer Orientation: Demonstrates proactive behavior by anticipating clients’ needs and taking ownership as the point of contact, working towards a resolution in a timely manner to deliver a consistent, superior client experience. Seeks out key individuals involved in a situation to learn their perspectives.
• Flexibility: Demonstrates openness to new organizational structures, procedures, and technology. Looks for opportunities to provide the most critical support during high volume seasons.
• Initiative: Identifying what needs to be done and doing it before being asked or required by the situation.
• Analytical Thinking: Approaching a problem by using a logical, systematic, sequential approach.
• Fostering Teamwork: As a team member, the ability and desire to work cooperatively with others on a team; as a team leader, interest, skill, and success in getting groups to learn to work together cooperatively.
• Communication: Expressing oneself clearly in conversations and interactions with others through written and oral communication.

Benefits

• 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

Pay

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