Your opportunity
The UHNW Operations Senior Team Manager is responsible for leading a team that provides robust, premier, loan origination and servicing experience for our Pledged Asset Line of Credit product (PAL) and Mortgage clients. The Operations Senior Manager will support continued growth of our lending products by reviewing regulatory components and evaluating the operations workflow to ensure high quality and timely completion. In addition, you will build and assist with updating procedures and training materials, identify process improvements for complex mortgage loan structures, and assist UHNW business partners to ensure a premier experience for our clients in every interaction. This is a first line of defense position for Charles Schwab Bank and assures compliance with all Bank policies and procedures, as well as all applicable state and federal banking regulations in the @context of their responsibilities.
What you'll do:
Guide a team of 8-12 Operations Professionals that handle all aspects of the PAL origination and servicing while providing a differentiating premier client experience.
Performing quality control reviews on loan documents, client letters, new PALs and various data warehouses to ensure compliance with internal policies and banking regulations.
Hire, train, and supervise a team of PAL and mortgage lending professionals dedicated to providing a premier client experience with bank lending products.
Complete collateral review and exception reporting for invested mortgage loans purchased by Schwab.
Review mortgage closing process (final sign off to servicing) and accuracy of closing package, deed of trust, final title policy, etc.
Evaluate servicing gaps or opportunities with PAL or mortgage process for improvement.
Develop and complete a plan of supervision to ensure service level standards are being met, products are being appropriately recommended and described, and compliance with all applicable policies, laws, and regulations.
Anticipate potential risk issues pertaining to all facets of the operation while communicating and implementing proactive solutions.
Work closely with Advisor Services, Sr Bankers, and/or RIAs on advanced complex and sophisticated PAL or Mortgage servicing issues or escalations
Actively participate in projects and initiatives that drive efficiency and minimize risk to operational processes.
Partner with key partners on a variety of projects critical to the sustained success of the bank lending products providing functional support and product expertise as requested.
Supervise key functions of PAL, mortgage, and home equity line servicing. Ensures accuracy, timeliness, quality, and compliance of all transactions and processes.
Assist with complex client issues by providing consultation to the PAL Support and Lending Solution Teams, Bank Complaints Team, Loss Mitigation Team, and the mortgage servicing vendor providers
Ensure compliance with all new and existing regulations related to the servicing of the portfolio
Provide support as needed for internal and external audits
Support PAL, Mortgage & HELOC operation and reporting functions
What you have
Required qualifications
7+ years of experience with customer service/lending operations in the banking or mortgage industry
5+ years of comprehensive industry and high net worth client solution knowledge
5+ years of compliance and regulatory requirements for mortgage or secured lending servicing (i.e., payment processing, delinquency procedures, credit reporting, etc.)
2+ years of people leader experience
Preferred qualifications
Mortgage closing and recording experience; performing quality control reviews on loan documents, client letters, new PALs/mortgages and various data warehouses to ensure compliance with internal policies and banking regulations.
Attributes of an entrepreneurial self-starter; and have a shown ability to deliver excellent client service with the ability to anticipate and resolve problems under your own initiative.
Strong relationship management skills including collaborating, influencing, and negotiating. Demonstrated ability to problem solve, interact with individuals at various levels, and think on your feet.
Initiative to create change through operational improvements, training and streamlining functions
Ability to work effectively with multiple partners distributed through various business divisions to resolve issues
A strong understanding of sophisticated lending products, complex business entity structures, and margin lending
Superior communication, presentation, interpersonal and listening skills.
Passion for service, professionalism, positivity, and strong work ethic with a high level of integrity and teamwork
Shown ability to run multiple high-priority workflows, mitigate risk, and accurately balance business needs with client requests
Bachelor's degree
Valid and active FINRA Series 9/10 or 24, 7, 63 Licenses
What's in it for you
At Schwab, we're committed to empowering our employees' personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you'll get the tools you need to make a positive difference in the finance industry. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.
We offer a competitive benefits package that takes care of the whole you - both today and in the future:
401(k) with company match and Employee stock purchase plan
Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
Paid parental leave and family building benefits
Tuition reimbursement
Health, dental, and vision insurance
What's in it for you:
At Schwab, we're committed to empowering our employees' personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you'll get the tools you need to make a positive difference in the finance industry. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.
We offer a competitive benefits package that takes care of the whole you - both today and in the future:
401(k) with company match and Employee stock purchase plan
Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
Paid parental leave and family building benefits
Tuition reimbursement
Health, dental, and vision insurance
Schwab is an affirmative action employer, focused on employing and advancing in employment, qualified women, racial and ethnic minorities, protected veterans, and individuals with disabilities in the workplace. If you have a disability and require reasonable accommodations in the application process, contact Human Resources at applicantaccessibility@schwab.com or call 800-275-1281.
