Amanda Rodriguez

• Licensed Sr. Specialist Service Representative (SIE) with a proven track record of delivering high-quality service and operational support across Schwab's custodial environment.
• Progressed from Foundational Service Rep to Sr. Specialist Service Rep through strong performance, deep account knowledge, and consistent collaboration with Schwab's internal specialty teams.
• Experienced in servicing retirement accounts, corporate accounts, custodial accounts, and brokerage accounts, with a strong understanding of Schwab's internal processing rules, compliance requirements, and workflow standards.
• Skilled at ensuring accounts remain in good order, accurately maintained, and fully aligned with Schwab's custodial parameters.
• Key Strengths
• Comprehensive knowledge of retirement account servicing including IRAs, employer plans, and distribution rules.
• Expertise in corporate and brokerage account operations, including eligibility, documentation, and maintenance requirements.
• Skilled in custodial account servicing for minors and fiduciary relationships.
• Strong understanding of Schwab's internal processes for management fee processing, compliance review, and workflow administration.
• Proven ability to collaborate with Schwab specialists across retirement, corporate, and brokerage teams to resolve escalated issues.
• Ensures all account actions meet Schwab's custodial standards, regulatory expectations, and internal quality controls.
• Adept at identifying service gaps, correcting account discrepancies, and maintaining accurate records for advisors and clients.

SKILLS AND COMPETANCIES

• Custodian Compliance
• Workflow Administration
• Management Fee Processing
• Retirement Account Rules
• Corporate Account Requirements
• Brokerage Account Operations
• Cross-Team Collaboration
• Quality & Accuracy Assurance

• Provided high-level back-office and technical support for advisors using Schwab Advisor Center, Schwab Data Delivery, and Digital Onboarding, ensuring seamless daily operations and compliance with Schwab custodial requirements.
• Guided advisors through complex website navigation, platform functionality, and workflow optimization to improve efficiency and reduce operational friction.
• Troubleshot DocuSign, trading workflows, money movement, account opening, and back-office application issues, ensuring timely resolutions and minimal disruptions.
• Assisted advisors in completing and submitting operational forms, resolving platform barriers, and improving their competency with Schwab's digital tools.
• Delivered training, guidance, and workflow recommendations to enhance advisor efficiency and reduce repetitive support requests.
• Acted as a liaison between advisors and Schwab technology teams to escalate platform issues and ensure accurate resolution.
• Supported firms from large multi-advisor enterprises to small one-person fiduciary practices by tailoring solutions to their operational structures and technology needs.
• Collaborated with custodians and internal teams to maintain advisor compliance with Schwab parameters and best practices.

• Resolved client issues by leveraging investigative skills and technology, increasing efficiency in meeting client goals.
• Advocated for clients by asking insightful questions, positively influencing client financial outcomes.
• Recommended tailored solutions to clients, aligning with their goals and fostering financial growth.
• Educated clients through discussions that enhanced account navigation and boosted client confidence.
• Built strong relationships by collaborating in diverse teams focused on client needs and company objectives.

• Supported customer engagement by processing teller transactions and sharing digital solutions, increasing customer satisfaction.
• Completed operational activities while minimizing risks under established policies, ensuring compliance.
• Performed routine transactional and customer support tasks efficiently by applying knowledge of bank procedures and products.
• Escalated questions and issues to more experienced roles, ensuring timely and accurate resolutions.
• Interacted with customers to build relationships and identify financial needs, enhancing service delivery.

• Created and presented design plans based on client needs and preferences, enhancing client satisfaction.
• Applied design expertise in one-on-one consultations, tailoring recommendations to enhance client satisfaction and drive store sales.
• Performed productive in-home consultations by accurately measuring and assessing client living spaces.
• Leveraged knowledge of current sales and promotions to surpass established sales and productivity goals.
• Delivered exemplary service standards in special services, fostering increased customer loyalty.

• Delivered exceptional service, exceeding customer expectations and fostering loyalty.
• Provided customer services such as cashing checks, receiving deposits, and processing loan payments, ensuring accuracy and efficiency.
• Provided first call resolution while following strict compliance procedures, reducing repeat inquiries.
• Identified and recommended products and services, empowering customers to achieve financial success.
• Responded to customer inquiries promptly at the information desk. quickly and courteously, enhancing customer satisfaction.
• Processed money order transactions for customers at the service desk. and Official checks, addressing varied customer product needs.