Specialist, Client Account Operations (CVRC)
About The Position
The Specialist, Client Account Operations will work on site in the specified location(s) as part of Schwab’s Customer Verification and Research Center (CVRC) within Client Account Operations. CVRC performs the firm’s Customer Identification Program (CIP), serving retail investors and independent advisors. The role promotes client loyalty by providing high-quality support to internal and external customers through inbound and outbound calls, account reviews, email responses, and letters. The work takes place in a fast-paced, detail-oriented, deadline-driven, and high-risk environment. The specialist verifies client identities, conducts risk-based research and fraud-prevention activities, responds to technical and operational questions, and handles escalations. The role also contributes to continuous process improvement and supports business initiatives through strong partnerships. The position is eligible for bonus or incentive opportunities in addition to the salary range; no salary figures are specified.
Requirements
- Strong customer service skills.
- Ability to handle escalated calls and resolve client issues by taking appropriate action quickly in a high-risk environment.
Nice To Haves
- Two or more years of experience in client service or operations, preferably in the brokerage or financial industry.
- Strong interpersonal, verbal, and written communication skills.
- Strong organizational skills and ability to prioritize, work independently, quickly develop a full understanding of the business, and coordinate multiple processes.
- Strong analytical and problem-solving skills.
- Ability to identify and recommend solutions to basic and complex issues affecting Risk and/or Controls.
- Good judgment in selecting methods and techniques for obtaining solutions.
- Solid understanding of Schwab policies, procedures, products, and services.
- Series 7 and 63 licenses.
- College degree or equivalent experience.
Responsibilities
- Verify clients’ identities.
- Conduct risk-based investigative searches, fraud detection, and identity theft prevention activities.
- Work with third-party sources and analyze quantitative and qualitative data from information vendors.
- Respond to questions on technical and operational subjects.
- Listen actively, assess client needs, research information, and provide solutions.
- Conduct problem-solving, research, and special requests through email, telephone, and the internal inquiry system.
- Identify situations requiring escalation and take appropriate action quickly in a high-risk environment.
- Communicate effectively and deliver detailed, clear work.
- Work collaboratively and efficiently in a fast-paced environment.
- Support business initiatives by developing strong partnerships.
- Handle escalated calls when warranted and resolve client issues promptly.
- Contribute to continuous process improvement.
Benefits
- Bonus or incentive opportunities
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
