On-Site Advisor Platform Support Associate

Charles Schwab Corporation; Phoenix (AZ); On-site; USD 45,000 - 65,000; Full time

Job summary

Charles Schwab Corporation in Phoenix is seeking an Advisor Platform Support Associate to be on-site and help educate clients while guiding them through website navigation and tools. The role emphasizes delivering exceptional customer experiences in a collaborative, client-focused team.

You will respond to inquiries by phone, advocate for clients, troubleshoot website, login, and data-access issues, and document interactions for quality service within Advisor Services.

Qualifications

• Minimum 1 year of customer service experience
• Experience diagnosing and resolving issues involving websites, software, browser settings, login/access issues or digital tools
• Effective verbal and written communication; able to clearly explain a complex process or technical concept
• Collaborative and relationship-focused work style with demonstrated success in a team environment
• Strong time management, positive attitude, professionalism and integrity

Responsibilities

• Educate clients - Respond directly to client inquiries over the phone and engage clients in discussions focused on educating, and providing guidance as it relates to their website navigation needs
• Be a client advocate - Care enough to ask the extra questions knowing that just one question, the right question, can get to the heart of the issue
• Provide technical and solutions-based service - Troubleshoot website, platform, login, navigation, data access, browser, and system-related issues for Registered Investment Advisors (clients), delivering timely, professional, and courteous problem resolution while clearly documenting client interactions and resolution steps
• Be consultative - Recommend solutions, when appropriate, to clients which align to their needs
• Diagnose technical issues - Use probing questions, basic technical troubleshooting, internal knowledge resources, and remote verification practices to identify root causes to resolve common platform issues
• Build strong client and internal relationships - Collaborate in a team-based environment with a diverse group of professionals focused on meeting the needs of the clients and Charles Schwab Advisor Services

Skills

Customer service

Diagnostics & issue resolution

Verbal and written communication

Collaboration and teamwork

Time management

Job description

Charles Schwab Corporation in Phoenix is seeking an Advisor Platform Support Associate to be on-site and help educate clients while guiding them through website navigation and tools. The role emphasizes delivering exceptional customer experiences in a collaborative, client-focused team.

You will respond to inquiries by phone, advocate for clients, troubleshoot website, login, and data-access issues, and document interactions for quality service within Advisor Services.