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 applicantaccessibility@schwab.com 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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