Charles Schwab Technical Client Services Sr 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.

Our Opportunity:

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:

  • Serve in a mentoring capacity for the team as a team leader and/or escalations representative. As a team leader, meet with direct reports to provide coaching and feedback on call statistics and call quality. As an escalations representative, provide primary support to all support’s escalated issues and serve as stop gap before the development team is involved

  • Serve as subject matter expert and liaison for product management, sales, and other departments through steering committee meetings or other roles

  • Support larger ongoing project initiatives; examples include report designer work and management of all paid implementation bundles for new 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, updates to the support issue knowledgebase, development of new training, targeted client call campaigns, or performance of any task requiring senior level expertise

  • 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

The rep will conduct all primary responsibilities assigned to them and will provide support to clients on the inbound call queue when the queue is busy or when they are available. The rep is expected to spend 20-40% of their day on the queue.

The ideal 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. They should have worked in several different capacities within support with the ability to handle almost any department assignment. The candidate should have strong leadership skills with ability to self-manage in a fast paced 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

  • Three years’ experience minimum supporting or using PortfolioCenter in a primary capacity

  • 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