Specialist, Ops Escalation Support

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.

We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location(s).

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

As a Bank Operations Move Money Solutions 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 related to the movement of funds. You will be a primary contact for our branch partners, internal partners, and external clients and will provide “best-in-class” service by:

• Effectively managing and evaluating risk when reviewing client account money movement requests, including but not limited to check requests, check deposits, and domestic and international currency wires.
• 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.
• Solving problems and conducting research and special requests through the use of 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 delivering work that is detailed and clear.
• Working collaboratively and efficiently with others in a fast-paced environment.
• Proactively educating clients and internal partners on our products and services.
• 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.
• Demonstrating leadership and the ability to be a role model and mentor your peers.

• 2+ years of experience in client service or operations within the brokerage or financial industry preferred.
• Bachelor’s degree or equivalent work experience preferred.
• Strong interpersonal, verbal, and written communication skills.
• Excellent operational and follow-up skills with the ability to manage complex work.
• Demonstrated ability to be self-directed and quickly develop a full understanding of our 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 a strong work ethic.

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