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Customer Verification and Research Hotline, Specialist

Charles Schwab Corporation El Paso, TX
  • Expired: September 04, 2019. Applications are no longer accepted.

The Customer Verification and Research Center (CVRC) within Operational Services is responsible for performing and executing the firms Customer Identification Program (CIP). We provide service to both retail investors and independent advisors.


As a CVRC Hotline Specialist you will promote client loyalty by providing the highest quality support to our internal and external customers via inbound and outbound phone calls, responding to emails and sending letters. CVRC is a fast-paced, detail-oriented, and deadline driven environment.

Key Responsibilities may include:

  • Verifying our client's identity
  • Risk-based investigative searches
  • Fraud Detection
  • ID Theft Prevention
  • Working with 3rd party sources
  • Performs analysis using quantitative and qualitative data from various information vendors
  • Responding to questions on a wide array of technical and operational subjects.
  • Actively listening, assessing client needs, researching information, and providing clients with innovative solutions.
  • Problem solving and conducting research/special requests through the use of email, telephone, and our internal inquiry system.
  • Identifying situations where escalation is warranted and taking the necessary action quickly in a high-risk environment.
  • Communicating effectively and delivering work that is detailed and clear.
  • Working collaboratively and efficiently with others in a fast-paced environment.
  • Supporting business initiatives by developing strong partnerships.
  • Handling escalated calls when warranted and resolving client issues by taking appropriate action quickly in a high-risk environment.

As part of our analysis work, we also strive for continuous process improvement. The successful candidate will have a track record of demonstrable success in these types of environments, as well.


  • 3+ years of experience in client service or operations with brokerage/financial industry preferred.
  • Strong customer service skills.
  • Handling escalated calls when warranted and resolving client issues by taking appropriate action quickly in a high-risk environment.
  • Strong interpersonal, verbal, and written communication skills.
  • Strong organization skills and ability to prioritize, self-directed, quickly develop a full understanding of our business and coordinate multiple processes
  • Strong analytical and problem solving skills.
  • Identifies and recommends solutions to both basic and complex issues impacting Risk and/or Controls.
  • Demonstrates good judgement in selecting methods and techniques for obtaining solutions.
  • Solid understanding of Schwab policies, procedures, products and services.
  • Series 7 and 63 licenses highly preferred.
  • College degree or equivalent experience highly preferred.

You demonstrate these behaviors:

  • Customer Orientation: Demonstrates proactive behavior by anticipating clients' needs and taking ownership as the point of contact, working towards a resolution in a timely manner in order to deliver a consistent, superior, client experience. Seeks out key individuals involved in a situation to learn their perspectives.
  • Initiative: Identifying what needs to be done and doing it before being asked to or required by the situation.
  • Results Orientation: Focusing on the desired end result of one's own or one's units work; setting challenging goals, focusing effort on the goals, and meeting or exceeding them.
  • Flexibility: Openness to different and new ways of doing things; willingness to modify one's preferred way of doing things.

Charles Schwab Corporation

Address

El Paso, TX
USA