Charles Schwab Senior Product Manager - Investor Services Client Experience in Lone Tree, Colorado
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 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.
The Investor Services Client Experience group is responsible for business strategy, offer design, product management, risk management and process improvement for Schwab’s retail business. Our mandate is to deliver an intuitive, innovative and differentiated wealth management experience that drives growth and builds meaningful relationships with clients. We advocate on behalf of our clients and financial professionals, and we work with the field and other partners to ensure key processes / interactions are designed and executed smoothly.
Affluent clients can have unique needs that are not satisfactorily met by Schwab’s standard, “in-the-box” offers and processes. This role will be responsible for a new function focused on more effectively addressing complex requests from affluent clients. This function will manage an accommodations process that will properly support, vet, and ultimately reach timely collaborate on these requests.
The person in the position will have the opportunity to work on projects and /or requests with cross-functional partners including but not limited to branch network, service centers, operations, legal, AML and compliance.
The position is an individual contributor role that reports to the Managing Director.
What you’ll do:
•Support the client retention opportunities and prospect opportunities for affluent clients by navigating complex client escalations/accommodations and collaborate with internal partners to help prioritize these requests
•Identify, research and look for solutions to resolve the needs of affluent clients
•Collaborate with partners at all levels throughout the organization (including but not limited to the Branch Network, Supervision & Controls, Legal, Compliance, Corporate Risk, Schwab Bank, Asset Management Client Solutions and Operations)
•Analyze client requests of diverse scope and work closely with partners to resolve them
•Facilitate the IS decision-making process by ensuring that we appropriately balance risk and reward
•Identify opportunities to modify existing processes to efficiently manage escalations
•Document clients’ needs, assess which ones may warrant modifications to existing processes, and lead those changes
•Demonstrate strong ability to collaborate with team members to develop solutions, champion the Schwab Challenger Brand and foster employee engagement
•Develop recommendations and a business case to support them
What you have:
•A client-centric focus – keeps clients in forefront of decisions, connects plans and actions to our purpose of serving clients
•Strong knowledge of Investor Services as well as Schwab’s operations processes and product/service offers
•Ability to influence partners at all levels and demonstrate strong ownership skills
•Lead analytical, problem-solving skills and business judgment with the ability to find solutions for complex client requests
•Excellent verbal and written communications skills, including the ability to distill complex information, develop recommendations and present to senior management
•Ability to manage a diverse set of priorities in a fast-paced, dynamic environment
•Comfort with ambiguity and an ability to create a clear path forward in such situations
•Attention to detail and the ability to work efficiently to meet tight deadlines with little supervision
•Curiosity, a can-do attitude and the ability to learn quickly and thrive in a complex, dynamic environment
•Outstanding “soft” skills - including the ability to work well with a diverse range of partners
•Bachelor’s degree required; 8+ years of experience with business project management
•Financial Services experience preferred
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: FL - Orlando, CO - Lone Tree