Senior Specialist, International Client Services- Charles Schwab Hong Kong

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.

Charles Schwab, Hong Kong, Ltd., is an affiliate of Charles Schwab & Co., Inc. and is registered with the Securities & Futures Commission ("SFC") to carry out the regulated activities in dealing in securities and advising on securities under CE number ADV256. We provide service for investors interested in the U.S. market, providing secure, easy-to-use online tools and resources. Our focus is to ensure that every client experiences the very best Schwab has to offer.

To learn more about our client offerings visit: Charles Schwab – Hong Kong

What you’ll do:

We are looking for a passionate candidate as a primary contact point for fostering trust and confidence by delivering exceptional service to our customers. You are joining a team of professionals who champion each customer’s goals with integrity, working within a collaborative group committed to ensuring every customer interaction is both positive and productive.

Key Responsibilities:

• Provide support and information to customers over the phone, face-to-face and through written communication with a “one call / interaction resolution”
• Actively promote and educate customers with respect to products and services offered by Charles Schwab, Hong Kong
• Actively listen and understand customer needs while addressing the root causes of issues
• Work as a team member and individual contributor to meet team targets
• Initiator for identifying and raising process and procedural enhancements
• Collaborate with internal partners in resolving complex issues and / or escalation requests
• Strong ability to diffuse difficult conversations, willing to take ownership and seek alternative solutions within your empowerment
• Champion client use of Schwab’s digital platform and provide website navigational support by leading with a superior understanding of features and benefits of Schwab tools, products, and services in order to encourage adoption of our platform

What you have

The ideal candidate should have:

• Fluent in English, Cantonese and Mandarin (written and verbal)
• Bachelor’s degree with 5+ years in client service or within financial institution (Brokerage, Asset Management or Banking preferred)
• HKSFC type 1 & 4 licenses required
• FINRA Series 7 required (or obtainable within 180 days of hire)
• Strong teamwork, client focus, and integrity; positive and professional attitude
• Able to handle complex tasks independently; skilled in customer follow-up, listening and problem-solving
• Proficient in Microsoft Office, especially Excel