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Manager - Client Advocacy

Company: Charles Schwab
Location: Parker
Posted on: May 9, 2022

Job Description:

Position Type: RegularYour OpportunityThe Client Advocacy Team (CAT) is the highly empowered centralized response and reporting system for written complaints, responsible for handling escalated client issues from all areas of the Firm, including Field Management and the Executive Offices. As an advocate for our clients, the team also consults with internal business partners to help address client escalations and retain client relationships. CAT values a high level of risk-awareness along with a high level of empathy and a strong desire to create an exceptional client experience. Workplace Flexibility Program: We're proud to support our employees in a working approach that allows you to bring your best self to work - whether that's in the office or remote.

  • When the firm is ready to fully return to the office, employees will have the flexibility of a hybrid work environment, spending some time working remote and some time in the office.
  • Employees and managers can discuss and decide what works best for them, with additional flexibility available based on their role, business needs, and individual circumstances.*Subject to change as Schwab is continually evaluating the current environment in order to best care for the safety and well-being of our employeesWhat you are good at
    • Possess highly effective and persuasive oral and written communication skills
    • Provide timely, thoughtful, and personalized solutions when addressing client issues
    • Balance regulatory guidelines, business and client needs in each situation while assessing risk and responding appropriately to the client, internal business partners and our regulators
    • Aim to address all issues through the client's eyes, ensuring the client feels valued and heard
    • Maintain a high degree of business acumen, excellent business judgment, client focus, self-motivation, strong organizational skills, and the capacity to handle stressful situations
    • The ability to network across departments to efficiently and accurately, address diverse client concerns On the CAT team you will partner closely with a wide range of departments and leaders across the firm, including our Legal and Compliance Regulatory groups. Resolution Managers are empowered to resolve high-profile, risk-sensitive issues and have an opportunity to provide feedback, coaching, and trend analysis to business partners, and ultimately influence the overall client experience. Resolution Managers may have the opportunity to lead special projects. Some project examples include educating business partners about CAT's role and problem resolution strategies, assist Compliance and the Office of Corporate Council, or partner with other business units to address large scale client concerns, such as trading outages. These projects are often of a sensitive nature and can require a high level of discretion. Each Resolution Manager is accountable for the quality and content of their research, resolutions, and written documents. Overall, the Client Advocacy Team is responsible for accurately assessing the complexity and risk of client concerns and formulating a strategy to resolve appropriately.What you have
      • Series 7 and 63 licensing required, 9/10 licensing preferred
      • Strong focus on client advocacy and restoring loyalty after challenging situations
      • Highly skilled in conflict-resolution, including advanced negotiating and influencing skills
      • Strong industry knowledge with a working knowledge of Operations, Trading, and Products & Procedures
      • 5+ years of experience in a client service capacity that includes demonstrated success in resolving complex issues
      • Strong business judgment and decision-making skills
      • Ability to work with minimal guidance and supervision
      • High level of professionalism in both written and oral communications
      • Ability to remain calm in stressful situations
      • Keen attention to detail
      • Demonstrated ability to recognize and mitigate riskColorado Compensation Target Total Compensation - 76,200 to 120,600Your actual pay will be based on your skills and experience -- talk with your recruiter to learn more. Why work for us?Own Your Tomorrow embodies everything we do! We are committed to helping our employees ignite their potential and achieve their dreams. Our employees get to play a central role in reinventing a multi-trillion-dollar industry, creating a better, more modern way to build and manage wealth.Benefits: A competitive and flexible package designed to empower you for today and tomorrow. We offer a competitive and flexible package designed to help you make the most of your life at work and at home-today and in the future. Explore further.Schwab is committed to building a diverse and inclusive workplace where everyone feels valued. As an Equal Opportunity Employer, our policy is to provide equal employment opportunities to all employees and applicants without regard to any status that is protected by law. Please click here to see the policy. Schwab is an affirmative action employer, focused on advancing women, racial and ethnic minorities, veterans, and individuals with disabilities in the workplace. If you have a disability and require reasonable accommodations in the application process, contact Human Resources at or call 800-275-1281.TD Ameritrade, a subsidiary of Charles Schwab, is an Equal Opportunity Employer. At TD Ameritrade we believe People Matter. We value diversity and believe that it goes beyond all protected classes, thoughts, ideas, and perspectives.

Keywords: Charles Schwab, Parker , Manager - Client Advocacy, Executive , Parker, Colorado

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