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Form of workDesignated Brokerage Services (DBS) provides brokerage solutions for corporate clients who monitor their employees' securities trading activity. DBS offers an employee trade monitoring solution via the trade-rules technology for financial service firms who choose to allow their employees to maintain brokerage accounts outside of their own firm. Firms can supervise employee trading subject to FINRA Rule 3210, and Investment Advisors Act of 1940 Rules 17j-1 and 204A-1. In addition, DBS provides Rule 3210 status information to corporate clients and internal Schwab departments, and they respond to corporate client inquiries.
The DBS Operations Associate is responsible for processing client-initiated service requests that are received via email, phone calls, and other internal applications within Schwab. These requests are primarily requests to link and/or delink specific employee Schwab accounts that are associated with the firm's Master Account(s). In addition, the Associate will have the knowledge to support or back up the Service Team tasks and raise issues as appropriate, which typically include: researching transaction or holding inquiries, general DBS product information, data feeds, and other duties as assigned.
Responsibilities include but are not limited to:
- Recognition and ability to process and describe DBS 3210 regulatory processing requirements.
- Fulfilling account linking/delinking requests via various systems including ADDLink and Bulk Upload procedures.
- Assist team members on daily MyQ queue and operational research, tasks, and escalation both internal and external as needed to meet corporate Service Level Agreements.
- Able to process daily Validation Mismatch, Indexing and all ADDLink management requirements.
- Recognition, sorting and preparation of daily inbound work to applicable queues and systems accurately for processing by the correct team.
- Working with internal/external clients to provide an exceptional client experience.
- Establish clear points of contact for one-stop resolution and for ongoing support and issues.
- Promote a positive team environment and can be relied upon in uncertain times.
- Recognition of opportunities for business development escalations on behalf of clients as well as solution-based options for client self-service.
- Other responsibilities as determined by and agreed with leadership.
- Comprehension and ability to discern between B:B and B:C needs as well as interpretation of needs for collaboration with other internal or external groups.
- Three to five years of operational experience with evidence of high volume and accurate processing.
- Commitment to delivering a high-quality client service experience including confidence and knowledge to recognize applicable exception needs for escalation to leadership.
- Strong organizational skills with the ability to stay focused on delivering results in a fast-paced environment and document processes that may require updated policy or procedures.
- Dedication to working in a team environment, which involves regular communication with the onsite team members and others within Designated Brokerage.
- Self-starter with the ability to take instruction and workflow daily and complete their assigned tasks in the time allotted.
- High commitment to delivering a quality work product, following prescribed procedures, assistance with quality assurance and raising issues as appropriate.
- Strong computer skills with the ability to work on multiple platforms simultaneously. Software skills include proficiency in Excel, Word, and PowerPoint.
- Outstanding verbal and written communication skills.
