Specialist, Ops Escalation Support
About The Position
At Schwab, this role is part of Bank Operations Move Money Solutions, which focuses on risk prevention, processing money movements, and educating clients and partners on related policies and procedures. The team aims to improve operating leverage, productivity, and efficiency while delivering client-focused solutions that build trust and minimize risk. The Bank Operations Move Money Solutions Hotline Specialist promotes client loyalty by providing high-quality support to internal and external customers through inbound and outbound calls about the movement of funds. The specialist serves as a primary contact for branch partners, internal partners, and external clients, handles escalated calls and issues, and works in a high-risk environment. The selected candidate is expected to work onsite at 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, with 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
- Two or more years of client service or operations experience within 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 effectively evaluating risk.
- Respond to questions about 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 using email, telephone, and the internal inquiry system.
- Identify situations that warrant escalation and act quickly in a high-risk environment.
- Communicate effectively and deliver detailed, clear work.
- Work collaboratively and efficiently in a fast-paced environment.
- Educate clients and internal partners on products and services.
- Support business initiatives by developing strong partnerships.
- Handle escalated calls when warranted and resolve client issues through appropriate action.
- Demonstrate leadership and serve as a role model and mentor to peers.
Benefits
- Bonus or incentive opportunities
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
