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.
The Customer Verification and Research Center (CVRC) within Operational Services is responsible for performing and executing the firm’s 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 phone calls, responding to emails and sending letters. CVRC is a fast-paced, detail-oriented, and deadline driven environment.
Key Responsibilities include:
- Verifying our client's identity.
- Risk-based investigative searches.
- Fraud detection.
- ID theft prevention.
- Working with 3rd party sources.
- Performing analysis using quantitative and qualitative data from various information vendors.
- Responding to questions on a wide array of technical and operational subjects.
- Actively listening, assessing client needs, researching information, and providing clients with innovative solutions.
- Problem solving and conducting research/special requests using email, telephone, and our internal inquiry system.
- Identifying situations where escalation is warranted and taking the necessary action quickly in a high-risk environment.
- Communicating effectively and delivering work that is detailed and clear.
- Working collaboratively and 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
Required Qualifications:
- 3+ years of experience in client service or operations.
- Strong analytical and problem-solving skills with an emphasis on risk mitigation.
- Strong interpersonal, verbal, and written communication skills.
- The ability to handle escalated calls when warranted and resolving client issues by taking appropriate action quickly in a high-risk environment.
- Strong organization skills and the ability to prioritize, be self-directed, and quickly develop a full understanding of our business and processes.
- 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.
Preferred Qualifications:
- FINRA 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.
What’s in it for you
At Schwab, we’re committed to empowering our employees’ personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you’ll get the tools you need to make a positive difference in the finance industry. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.
We offer a competitive benefits package that takes care of the whole you – both today and in the future:
- 401(k) with company match and Employee stock purchase plan
- Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
- Paid parental leave and family building benefits
- Tuition reimbursement
- Health, dental, and vision insurance
