Banking Operations Specialist

Your Opportunity
The Loss Prevention group within Banking Operations is responsible for moving assets into, out of, and between Schwab accounts. We play a critical role for the firm in our efforts of delivering service and an elite client experience for both retail investors and independent advisors, while providing a controlled and disciplined environment that allows our employees to feel valued and engaged. This is a Specialist role on the Loss Prevention team which is responsible for reviewing high-risk money movements.
As a Banking Operations Specialist on the Loss Prevention team you will work on a multi-facet team that provides client servicing and processing of time sensitive high-risk client transactions. This role requires the ability to conduct effective telephone interviews and forensic research and document the written results in the case management system in a clear and logical manner. The Specialist will interact with other teams including: Financial Crimes Risk Management, Identity Theft, and the Senior Vulnerable Investor teams to review and resolve cases in addition to communications with internal and external clients.
Key responsibilities may include:

• Receive inbound calls and make outbound calls to both retail investors and independent advisors and providing outstanding client service through direct client interactions
• Actively listen, assess client needs, research information, and recognize risks and steps to mitigate firm exposure to fraud
• Effectively handling and evaluating risk when reviewing client fund disbursements including but not limited to wire transfers, ACH, journals, checks, and international currency
• Making proper and timely escalations in situations involving: account takeover fraud, new account fraud, Senior and Vulnerable Investors, scams, and potential violations of an OFAC or AML nature
• Receiving and effectively resolving client's requests to their satisfaction and acting quickly in a high-risk environment to mitigate risk to the firm
• Work collaboratively and effectively with others in a diverse work environment
• Take initiative to perform day to day tasks with limited guidance or direct supervision

What you have

• 2+ years of experience in an operations, fraud, or client service role
• Bachelor's degree and/or equivalent work experience preferred
• FINRA Series 99 or 7 and 63 licenses preferred
• Working knowledge of Banking Operations systems preferred
• Expertise with financial investigations demonstrating risk-based judgement, problem solving skills and strong analytical ability
• Excellent verbal communication skills including the ability to handle client escalations
• Ability to analyze issues and develop problem solving methodology with minimal guidance
• Demonstrated skills related to individual case/workload management
• Flexible regarding both schedule and role as both may change with little notice in response to business demand
• Ability to effectively share knowledge and demonstrate subject matter expertise with team members
• Must be team-oriented, great at problem solving, able to juggle multiple priorities and excel in a dynamic and fast-moving environment