Specialist, Client Account Operations (CVRC)

Charles Schwab Inc.•El Paso, TX

6d•$22 - $26

About The Position

The Customer Verification and Research Center (CVRC) within Client Account Operations is responsible for performing and executing the firms Customer Identification Program (CIP). We provide service to both retail investors and independent advisors. As a CVRC Hotline Specialist you will promote client loyalty by providing the highest quality support to our internal and external customers via inbound and outbound calls, processing account reviews, responding to emails and sending letters. CVRC is a fast-paced, detail-oriented, and deadline driven environment.

Requirements

Strong customer service skills.
Handling escalated calls when warranted and resolving client issues by taking appropriate action quickly in a high-risk environment.

Nice To Haves

2+ years of experience in client service or operations with brokerage/financial industry preferred.
Strong interpersonal, verbal, and written communication skills.
Strong organization skills and ability to prioritize, self-directed, quickly develop a full understanding of our business and coordinate multiple processes
Strong analytical and problem-solving skills.
Identifies and recommends solutions to both basic and complex issues impacting Risk and/or Controls.
Demonstrates good judgement in selecting methods and techniques for obtaining solutions.
Solid understanding of Schwab policies, procedures, products and services.
Series 7 and 63 licenses preferred.
College degree or equivalent experience preferred.

Responsibilities

Verifying our client's identity
Risk-based investigative searches
Fraud Detection
ID Theft Prevention
Working with 3rd party sources
Performs analysis using quantitative and qualitative data from various information vendors
Responding to questions on a wide array of technical and operational subjects.
Actively listening, assessing client needs, researching information, and providing clients with innovative solutions.
Problem solving and conducting research/special requests through the use of email, telephone, and our internal inquiry system.
Identifying situations where escalation is warranted and taking the necessary action quickly in a high-risk environment.
Communicating effectively and delivering work that is detailed and clear.
Working collaboratively and efficiently with others in a fast-paced environment.
Supporting business initiatives by developing strong partnerships.
Handling escalated calls when warranted and resolving client issues by taking appropriate action quickly in a high-risk environment.
Continuous process improvement.