Banking Operations Hotline Specialist

Your Opportunity

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.

Charles Schwab’s Banking Operations Hotline is responsible for risk prevention, processing of money movements, and education of policies and procedures related to money movement. We focus on increasing operating leverage by integrating functions, increasing productivity, and gaining efficiencies in order to better position Schwab to contend in the marketplace and to reinvest in areas that matter most to our clients. As an elite team of guides, we are committed to delivering efficient solutions that improve trust while minimizing risk by owning every client interaction through clients’ eyes.

What you have

As a Baking 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 relating to the movement of funds. You will be a primary contact for our branch partners and clients, internal partners, and external clients, and provide “best in class” service by:

To ensure that we fulfill our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.

• Effectively handling and evaluating risk while processing incoming and outgoing wires, ACH transactions, depositing funds, disbursement requests and processing of internal transfers.
• Assess and resolve client issues that relate to wires, deposits, and transfers by helping clients “Own their Tomorrow”. You will assist clients in navigating through money movement solutions and services available at Schwab.
• Problem solving and conducting research/special requests through the use of internal processing systems, phone, and emails.
• Demonstrating leadership and the ability to be a role model and mentor your peers.
• Identifying situations where escalation is warranted and the ability to act quickly in a high-risk environment.
• Performing work that is detailed and communicated in a clear, effective manner.
• Work collaboratively and effectively with others in a fast-paced environment.
• Proactively educate clients and internal partners on our processes and services.
• Support business initiatives by developing strong partnerships.
• Handle escalations when warranted and the ability to act quickly in a high-risk environment by assessing and resolving clients’ issues.
• Proactively looks for opportunities to improve processes and procedures.

Required Qualifications:

• Must have Charles Schwab hotline, system experience.
• Bachelor’s degree in finance, economic, or business administration or equivalent work experience.
• Due to nature of risk with responsibilities, attention to detail and accuracy are required.

Preferred Qualifications:

• 2-5 years’ experience in client service or operations with brokerage/financial industry highly preferred.
• Passion for service and the desire to help people.
• Engaging communication and interpersonal skills.
• Ability to quickly learn new technology and apply a variety of data and systems in order to proactively identify solutions to meet client needs.
• Hard-working and demonstrated ability to work in a high volume environment.
• Intermediate technical skills, with the ability to use multiple applications simultaneously and efficiently, including Windows, internet research, database systems, and email.
• Strong interpersonal, verbal, and written communication skills.
• Excellent operational and follow-up skills with the ability to manage sophisticated work.
• Proven ability to be self-directed, and quickly develop a full understanding of our business.
• Intermediate to advanced level of knowledge regarding regulatory, audit and compliance policies regarding the securities industry.
• Positive attitude, team oriented, enthusiastic, professional, forward thinker and strong work ethic.

You demonstrate these behaviors:

• Results Orientation: (Well-adapted and Delivers Results)- 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.
• 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.
• Flexibility: Demonstrates willingness to new organizational structures, procedures, and technology. Looks for opportunities to provide the most critical support during high volume seasons.
• Initiative: Identifying what needs to be done and doing it before being asked to or required by the situation.
• Analytical Thinking: Approaching a problem by using a logical, systematic, sequential approach.

In addition to the salary range, this role is also eligible for bonus or incentive opportunities