Specialist, Client Account Operations (CVRC)

Charles Schwab Inc.; Phoenix (AZ); On-site; USD 52,000 - 74,000; Full time

Benefits offered by this job

Bonus opportunities

Job summary

Charles Schwab Corporation is seeking a CVRC Hotline Specialist to support clients via calls and emails, perform account reviews, and respond with timely, accurate information. The role emphasizes high-risk environment awareness, escalation handling, and collaboration with cross-functional teams to resolve complex issues.

The position requires strong customer service, interpersonal and communication skills, plus 2+ years in client services or operations in the brokerage/financial industry.

Qualifications

• Strong customer service skills.
• Handling escalated calls when warranted and resolving client issues quickly in a high-risk environment.
• 2+ years of client service or operations with brokerage/financial industry preferred.
• Strong interpersonal, verbal, and written communication skills.
• Series 7 and 63 licenses preferred.
• College degree or equivalent experience preferred.

Responsibilities

• Verify clients' identity and perform risk-based investigative searches.
• Conduct fraud detection and ID theft prevention activities.
• Respond to inquiries via inbound/outbound calls and emails; provide solutions.
• Research and analyze information from multiple sources to resolve client questions.
• Escalate issues when appropriate and work with teams in a fast-paced environment.
• Support business initiatives through strong partner collaboration.

Skills

Customer service

Verbal communication

Written communication

Analytical skills

Problem-solving

Organizational skills

Education

College degree

Job description

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. 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).

The Customer Verification and Research Center (CVRC) within Client Account Operations is responsible for performing and executing the firms Customer Identification Program (CIP). We provide service to both retail investors and independent advisors.

As a CVRC Hotline Specialist you will promote client loyalty by providing the highest quality support to our internal and external customers via inbound and outbound calls, processing account reviews, responding to emails and sending letters. CVRC is a fast-paced, detail-oriented, and deadline driven environment.

Key Responsibilities may include:

• Verifying our client's identity
• Risk-based investigative searches
• Fraud Detection
• ID Theft Prevention
• Working with 3rd party sources
• Performs analysis using quantitative and qualitative data from various information vendors
• Responding to questions on awidearray of technical and operational subjects.
• Actively listening, assessing client needs, researching information, and providing clients with innovative solutions.
• Problem solving and conducting research/specialrequests through the use of email, telephone, and our internal inquirysystem.
• Identifying situationswhereescalation is warranted and taking the necessary action quicklyin ahigh-risk environment.
• Communicating effectively and delivering work that is detailed and clear.
• Workingcollaborativelyand efficiently with others in a fast-paced environment.
• 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.

As part of our analysis work, we also strive for continuous process improvement. The successful candidate will have a track record of demonstrable success in these types of environments, as well.

What you have

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

Required Qualifications:

• Strong customer service skills.
• Handling escalated calls when warranted and resolving client issues by taking appropriate action quickly in a high-risk environment.

Preferred Qualifications:

• 2+ years of experience in client service or operations with brokerage/financial industry preferred.
• Strong interpersonal, verbal, and written communication skills.
• Strong organization skills and ability to prioritize, self-directed, quickly develop a full understanding of our business and coordinate multiple processes
• Strong analytical and problem-solving skills.
• Identifies and recommends solutions to both basic and complex issues impacting Risk and/or Controls.
• Demonstrates good judgement in selecting methods and techniques for obtaining solutions.
• Solid understanding of Schwab policies, procedures, products and services.
• Series 7 and 63 licenses preferred.
• College degree or equivalent experience preferred.

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