Estate Operations Hotline Specialist- Indianapolis, IN

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.

Estate Services is a specialized organization within the broader Schwab Operational Services Enterprise providing high-touch service to our clients and to the advisors that serve them. Estate Services fulfills our purpose of championing every client’s goal with passion and integrity. We inspire client loyalty by providing expert Estate guidance to our clients and advisors.   

The Estate Hotline role is primarily a client facing phone-based role. This role is primarily focused on answering incoming calls clients and internal associates who need assistance in resolving Estate/Divorce issues pertaining to Schwab accounts. This includes answering general inquiries from clients, attorneys, & internal business partners, interpreting legal documentation, mitigating risk to the firm, and reviewing / updating work items.

What you have

To ensure that we fulfill our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.

Required Qualifications:

• At least 1-year operational experience in call center, legal or financial services including brokerage, banking, legal/paralegal, or research.
• Bachelor’s degree in finance, economics, business administration, or related area (will consider relevant work experience)
• Ability to learn, apply and retain new information and skills- Emphasis on the ability to review and understand state regulations and limits.
• Strong analytical, organizational, and problem-solving skills
• Ability to communicate effectively (written and verbal)
• Display professionalism across all settings.
• Ability to produce high quality work and meet deadlines.
• Ability to work in fast-paced environment with an ability to multi-task.
• Able to empathize and respond sensitively to clients during life event conversations.
• Ability to make difficult decisions in situations that do not follow standard process.

Preferred Qualifications:

• Active Series 7 & 63 licenses preferred but not required.

As a Schwab Estate Hotline Professional, you will be responsible for creating an outstanding, expert experience to clients to build and maintain client loyalty. Specifically, you will: 

• Proactively deliver unparalleled value and outstanding service to our clients in order to build and maintain client loyalty by answering questions and communicating requirements pertaining to Estates resolution.
• Proactively leverage emotional intelligence to meet clients and inheritors emotional needs during a challenging life event, while mitigating the risk to the firm by making informed decisions based on the interpretation of business rules along with state and federal regulations and statutes.
• Proactively utilize active listening skills, and relationship building skills to uncover and assess underlying client needs by utilizing our EDGE model.
• Demonstrate a strong passion for client service, exhibiting positive energy and problem-solving skills to connect with our clients through all channels.
• Demonstrate the ability to engage clients in a manner that inspires asset retention and consolidation at Schwab by working together with the estates processing team to aid in the timely resolution of client issues.
• Proactively assess and demonstrate ownership to resolve client issues that relate to trust, estates, and other complex issues by effectively using decision making skills to enforce company policies in accordance with applicable regulations and procedures.  
• Proactively navigate grey area when working with clients resolve escalated issues and inquiries.
• Demonstrate the ability to interact with team members to assist in attaining individual, team, and department objectives by participating in projects and initiatives of varying scope and duration as directed by the business.

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