Charles Schwab Technical Client Service Specialist in Phoenix, Arizona
We believe that , when done right, investing liberates people to create their own destiny. We are driven by our purpose to champion every client’s goals with passion and integrity. We respect and appreciate the diversity of our employees, our clients, and the communities we serve. We challenge conventions strategically to create value for our clients, our firm and the world. We live and bring to life the concept of ‘own your tomorrow’ every day. We champion our employee strengths, guide their development, and invest in their long-term success. We hire optimistic, results-oriented, curious, innovative, and adaptable people with the desire to help our clients and one another succeed.
As a company, we were established by Chuck at http://www.aboutschwab.com/about/leadership/charles_schwab over 40 years ago to champion Main Street over Wall Street, and to help Americans transform themselves from earners to owners. Through advocacy and innovation, we work to make investing more affordable, accessible and understandable for all. As we enter our fifth decade, we are looking for talented, innovative and driven people who believe they can help themselves, and our clients, create a better future.
Schwab Performance Technologies Technical Client Services (SPT TCS) provides call center phone support for registered investment advisors using SPT's desktop software, PortfolioCenter. PortfolioCenter is a portfolio management software application that provides the functionality needed to efficiently manage financial data and run back office operations for financial advisors. This is accomplished by providing advisors with a single, consolidated view of financial assets with capabilities of managing: client portfolio data, performance measurement, decision support tools, accounting, reporting, and billing. PortfolioCenter SPT TCS reps provide support primarily over the phone with some email support and occasional onsite and remote consultations. SPT TCS also supports SPT Sales efforts to complete sales to prospects and to retain existing clients. SPT TCS provides customer support during beta tests and pre-releases for SPT desktop software and web products. For more information, visit www.schwabpt.com.
What you’ll do:
Respond to direct customer inquiries on the phone or through e-mail to provide support on SPT desktop software
Provide technical support/problem resolution to external customers in a timely, professional, and courteous manner
Independently research solutions to high end clients’ technical problems with limited supervision
Engage third party vendors and custodians with interfaces into PortfolioCenter to troubleshoot mutual client issues
Conduct specialized product setup calls for security rights and roles and interfaces setups with ability to handle all the major interfaces that link to PortfolioCenter
Maintain strong relationships with high-end clients
Use product expertise to assist newer techs with issue resolution, serving in a consultative and/or escalation capacity
Conduct client callbacks for escalated issues or complex technical questions requiring a more senior level technician
Escalate issues directly to the production support development team and submit trouble tickets on program bugs
Conduct internal training for team as needed, including new tech and ongoing training
Conduct external training for clients via remote sessions or on-site consultations
When needed, complete custom project work for clients such as interface posting, wash sale processing, or data cleanup with minimal supervision
Assist in specialized support roles which could include, but are not limited to, implementation support for new clients, Select Service (premium service offering), coordination of interface setups, coordination of email callback assignments, and corporate action research and documentation
Support the department as needed with tasks such as documentation review, testing of new product upgrades, updating the support issue knowledgebase, development of new training, targeted client call campaigns, or performance of any task requiring senior level expertise
The rep will spend four to six hours of their day on the phone responding to an inbound call queue. The remaining time will be used to support the team in specialized roles as listed above.
The ideal candidate will thrive in a challenging environment where they are constantly learning. The candidate should demonstrate a big picture understanding of the advisory firm’s needs with the ability to assimilate varied aspects of the program to deliver an optimal solution to the client. In addition, the candidate should have a deep expertise on the overall PortfolioCenter product with specific expertise developed in one to two specific areas such as system and environmental issues, financial calculations, interface data feeds, or another specific product area.
The candidate should also be charismatic, poised, confident, and well-spoken with the desire to provide exceptional customer service. This opportunity is suitable for someone who enjoys talking with customers and solving problems in a team oriented and supportive environment.
Hours of operation are from 8:00 a.m. to 6:00 p.m. Eastern Monday – Friday. Most representatives work 9:30-6:00 p.m.
What you have:
Qualified applicants will possess the following:
BA/BS degree preferred
One year experience minimum supporting PortfolioCenter on the technical client services team or two years’ experience minimum working with the PotfolioCenter product
Strong computer proficiency with hardware and software components, as well as proficiency with MS Windows operating systems
Basic knowledge of the brokerage industry preferred
Prior customer service experience
Strong leadership skills
Ability to learn complex material and resolve issues with minimal oversight
Work with great attention to detail
Ability to maintain professionalism in high-pressure situations
Ability to effectively manage time and prioritize work with multiple deadlines
Contribute to a team-oriented environment using excellent interpersonal, communication, and problem solving skills
Fully demonstrate the ability to work with Schwab Advisor Services Sales in attracting and maintaining assets at Schwab
What you’ll get:
Everyday Wellness: Healthy Rewards, Onsite Fitness Classes, Healthy Choices, Wellness Champions
Financial Fitness: 401k Match, Employee Discounts, Personalized advice, Brokerage discounts
Work/Life Balance: Sabbatical, New Mothers returning to work Program, Tuition Reimbursement Programs, Time off to volunteer
Inclusion: Employee Resource Groups, Commitment to diversity, Strategic partnerships
Not just a job, but a career, with an opportunity to do the best work of your life
Learn more about Life@Schwab at http://www.aboutschwab.com/careers/lifeatschwab/" .
Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law.
Position Located In: AZ - Phoenix