Specialist, Ops Escalation Support

Charles Schwab Inc.•El Paso, TX

5d•$22 - $31•Onsite

About The Position

At Charles Schwab, this role is part of Bank Operations Move Money Solutions, which focuses on risk prevention, processing money movements, and educating clients and partners about related policies and procedures. The team aims to improve operating efficiency while delivering trusted solutions and minimizing risk. The Specialist promotes client loyalty by providing high-quality support to internal and external customers through inbound and outbound calls about moving funds. The role serves as a primary contact for branch partners, internal partners, and external clients, handling money-movement requests and questions, researching and resolving issues, and escalating matters when warranted. The position works collaboratively in a fast-paced, high-risk environment and supports business initiatives through strong partnerships, client education, and peer leadership. The selected candidate is expected to work onsite in the specified location(s). The role is also eligible for bonus or incentive opportunities in addition to the salary range.

Requirements

Strong interpersonal, verbal, and written communication skills.
Excellent operational and follow-up skills, including the ability to manage complex work.
Ability to work independently and quickly develop a full understanding of the business.
Intermediate to advanced knowledge of regulatory, audit, and compliance policies related to the securities industry.
Positive attitude, team-oriented mindset, enthusiasm, professionalism, forward-thinking approach, and strong work ethic.

Nice To Haves

At least 2 years of client service or operations experience in the brokerage or financial industry.
Bachelor’s degree or equivalent work experience.

Responsibilities

Review client account money-movement requests, including check requests, check deposits, and domestic and international currency wires, while evaluating risk.
Respond to questions on a wide range of technical and operational subjects.
Listen actively, assess client needs, research information, and provide solutions.
Solve problems and conduct research and special requests through email, telephone, and the internal inquiry system.
Identify situations that warrant escalation and take appropriate action quickly in a high-risk environment.
Communicate effectively and deliver detailed, clear work.
Work collaboratively and efficiently with others in a fast-paced environment.
Educate clients and internal partners about products and services.
Support business initiatives by developing strong partnerships.
Handle escalated calls and resolve client issues by taking appropriate action quickly.
Demonstrate leadership and serve as a role model and mentor to peers.