Your opportunity
We believe that, when done right, investing liberates people to create their own destiny. We are driven by our purpose to champion every client’s goals with passion and integrity. We respect and appreciate the diversity of our employees, our clients, and the communities we serve. We challenge conventions strategically to create value for our clients, our firm, and the world. We live and bring to life the concept of ‘own your tomorrow’ every day. We champion our employee strengths, guide their development, and invest in their long-term success. We hire optimistic, results-oriented, curious, innovative, and adaptable people with the desire to help our clients and one another succeed.
The Customer Verification and Research Center (CVRC) within Operational Services is responsible for performing and executing the firms Customer Identification Program (CIP). We provide service to both retail investors and independent advisors.
As a Operations Hotline Specialist you will promote client loyalty by providing the highest quality support to our internal and external customers via inbound and outbound phone calls, responding to emails and sending letters. CVRC is a fast-paced, detail-oriented, and deadline driven environment.
Key Responsibilities May Include

• 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 using 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 deliver 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.
• Indentifying continuous process improvement opportunities.

What you have
To ensure that we fulfill our promise of “challenging the status quo,” this role has specific qualifications that successful candidates should have.
Required Qualifications

• 3 years of experience in client service or operations.
• Strong customer service skills.
• The ability to handle escalated calls and resolve client issues by taking appropriate action quickly in a high-risk environment.
• Strong interpersonal, verbal, and written communication skills.
• Strong organization skills and the ability to prioritize, be self-directed, cooridinate multiple processes and quickly develop a full understanding of our business.
• Strong analytical and problem solving skills.
• The ability to identify and recommend solutions to both basic and complex issues impacting Risk and/or Controls.
• Good judgement in selecting methods and techniques for obtaining solutions.

You Demonstrate These Behaviors

• 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 in order to deliver a consistent, superior, client experience. Seeks out key individuals involved in a situation to learn their perspectives.
• Initiative: Identifying what needs to be done and doing it before being asked to or required by the situation.
• Results Orientation: Focusing on the desired end result of one’s own or one’s units work; setting challenging goals, focusing effort on the goals, and meeting or exceeding them.

Preferred Qualifications

• Brokerage or financial industry experience.
• Solid understanding of Schwab policies, procedures, products and services.
• Series 7 and 63 licenses.
• College degree or equivalent experience.

What’s in it for you
At Schwab, we’re committed to empowering our employees’ personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you’ll get the tools you need to make a positive difference in the finance industry. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.
We offer a competitive benefits package that takes care of the whole you – both today and in the future:

• 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