Advisor Platform Support Associate

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 locations. 

Advisor Platform Support (APS) Associates act as an ambassador of Advisor Services to educate, guide, and assist clients. A career in APS begins with a solid client focused mentality and a strong desire to help clients meet their needs. Providing our clients with exceptional experiences is the priority at Schwab and in our APS team. Our goal is that all team members create client loyalty with every interaction. We want you to bring your personality to your calls and create those memorable experiences for clients. With a dual focus on inspiring client loyalty and employee engagement and development, we support clients and employees in reaching their goals. Schwab provides extensive training and internal support that affords employees the opportunity to be successful in all aspects of their career.

Through your client conversations you will:

• Educate clients - Respond directly to client inquiries over the phone and engage clients in discussions focused on educating, and providing guidance as it relates to their website navigation needs
• Be a client advocate - Care enough to ask the extra questions knowing that just one question, the right question, can get to the heart of the issue
• Provide technical and solutions-based service - Troubleshoot website, platform, login, navigation, data access, browser, and system-related issues for Registered Investment Advisors (clients), delivering timely, professional, and courteous problem resolution while clearly documenting client interactions and resolution steps
• Be consultative - Recommend solutions, when appropriate, to clients which align to their needs
• Diagnose technical issues - Use probing questions, basic technical troubleshooting, internal knowledge resources, and remote verification practices to identify root causes to resolve common platform issues.
• Build strong client and internal relationships - Collaborate in a team-based environment with a diverse group of professionals focused on meeting the needs of the clients and Charles Schwab Advisor Services

• Minimum 1 year of customer service experience
• Experience diagnosing and resolving issues involving websites, software, browser settings, login/access issues or digital tools
• Effective verbal and written communication; able to clearly explain a complex process or technical concept
• Possess a collaborative and relationship-focused work style with demonstrated success in a team environment
• Have effective time management & communication skills, positive attitude, enthusiasm, professionalism and a strong work ethic with a high level of integrity

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