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Manager, Client Advocacy

Company: Charles Schwab
Location: Littleton
Posted on: November 19, 2021

Job Description:

Position Type: Regular Your Opportunity
The Client Advocacy Team (CAT) is responsible for handling escalated client issues from all areas of the Firm, including Field Management and the Executive Offices. The team acts as the centralized response and reporting system for written complaints and escalated verbal grievances that could not be resolved at the point of contact. The Client Advocacy Team acts as an advocate for our clients and will consult with internal business partners to help resolve client escalations and retain client relationships.
What you are good at
The Resolution Manager will act as a client advocate in an effort to provide both timely and thoughtful solutions to client issues. - The ideal candidate will be able to balance both regulatory guidelines and client needs in each situation. - The goal is to resolve all issues through Clients ' eyes and ensure that the client feels valued even if we cannot fulfill their requests. - Accordingly, the Resolution Manager needs to have a high degree of business acumen, excellent business judgment, client focus, self-motivation, strong organizational skills, be detail-oriented, and have the capacity to handle highly stressful situations. - Being able to identify and assess risk is critical. - There is a strong regulatory component to the role, where thinking beyond just the client at hand is critical. - It is imperative to be able to think beyond a particular resolution to understand the broader impact it may have, downstream effects, or any precedence it may set. - It is critical to handle every situation in a highly professional manner, immediately take ownership of client concerns and launch into action. - The Resolution Manager will be responsible for researching client issues, exhausting all possibilities, while also meeting aggressive response time targets with clients. - The ability to think outside the box and come up with creative solutions is key to success. - The prospective applicant should possess highly effective and persuasive oral and written communication skills as responses will be required through both channels.
As a Resolution Manager, you will handle client escalations received on our hotline as well as through several written channels. - You will partner closely with a wide range of departments and leaders across the firm, including our Legal and Compliance Regulatory Group, in order to resolve complex issues. - The Resolution Manager will also have an opportunity for providing feedback, analysis, and trends to business partners, and ultimately influence the overall client experience. - This will include working closely with branches and assisting Regional Branch Executives/Managers and -ensuring all escalated service issues are resolved in a timely manner.
Resolution Managers may be asked to handle volume received via alternative channels such as surveys and social media. - Resolution Managers might also lead special projects for various business partners, particularly for Compliance and the Office of Corporate Counsel. - These projects are often of a sensitive nature and can require a high level of discretion. - The Resolution Manager must be highly effective in managing their time in order to stay on top of their case work as well as complete ad-hoc projects with aggressive timelines. It is also expected for Resolution Managers to take the initiative and be proactive in identifying ways to improve our internal processes as well as escalate trends in client issues along with proposed solutions to leadership. The Resolution Manager may also receive escalations directly from the office of the CEO and other members of the executive team. - It is critical that the resolution manager can interact with executives in a professional manner and portray confidence with both clients and internal partners. In addition, as a GL57 they may also be called upon to handle escalations from peers when needed. - - - This role is expected to set the standard in high level service and conveying understanding and empathy for clients. - The Resolution Manager will directly handle, and assist others in developing client-focused solutions. - Each Team Member is accountable for the quality and content of their research, resolutions, and written documents. Overall, the Client Advocacy Team is responsible for accurately assessing the complexity and risk of issues and formulating a strategy to resolve appropriately.
What you have
Series 7 and 63 licensing required, 9/10 licensing preferred
Strong focus on client advocacy and restoring loyalty after challenging situations
Highly skilled in conflict-resolution, including advanced negotiating and influencing skills
Strong industry knowledge with a working knowledge of Operations, Trading, and Products & Procedures
5+ years of experience in a client service capacity that includes demonstrated success in resolving complex issues
Strong business judgment and decision-making skills
Ability to work with minimal guidance and supervision
High level of professionalism in both written and oral communications
Ability to remain calm in stressful situations
Keen attention to detail
Demonstrated ability to recognize and mitigate risk
Flexible to work a 5x8 schedule within the hours of operation Monday thru Friday 9am - 8pm ET.
Colorado Compensation
Target Total Compensation - 76,200 to 120,600
Your actual pay will be based on your skills and experience -- talk with your recruiter to learn more.

Why work for us? Own Your Tomorrow embodies everything we do! We are committed to helping our employees ignite their potential and achieve their dreams. Our employees get to play a central role in reinventing a multi-trillion-dollar industry, creating a better, more modern way to build and manage wealth.
Benefits: A competitive and flexible package designed to empower you for today and tomorrow. We offer a competitive and flexible package designed to help you make the most of your life at work and at home -today and in the future. Explore further .
Schwab is committed to building a diverse and inclusive workplace where everyone feels valued. As an Equal Opportunity Employer, our policy is to provide equal employment opportunities to all employees and applicants without regard to any status that is protected by law. Please click here to see the policy.
Schwab is an affirmative action employer, focused on advancing women, racial and ethnic minorities, veterans, and individuals with disabilities in the workplace. If you have a disability and require reasonable accommodations in the application process, contact Human Resources at or call 800-275-1281 .
TD Ameritrade, a subsidiary of Charles Schwab, is an Equal Opportunity Employer. At TD Ameritrade we believe People Matter. We value diversity and believe that it goes beyond all protected classes, thoughts, ideas, and perspectives.

Keywords: Charles Schwab, Littleton , Manager, Client Advocacy, Executive , Littleton, Colorado

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