Welcome!

Wearables Authors: Pat Romanski, Liz McMillan, Elizabeth White, Yeshim Deniz, Zakia Bouachraoui

News Feed Item

Schwab Advisor Services Shares Vision for Future of Client Experience for Advisors and Their Clients

At a press conference during the first day of IMPACT 2012, executives from Charles Schwab & Co., Inc. (Schwab) shared details on a major initiative designed to transform the way Schwab serves independent advisors and advisors’ clients. Schwab is seeking to enhance its already industry-leading service model through a significant, multi-year investment intended to help independent advisors serve their clients even more effectively in a new era of technology, increasing client expectations, and external forces like regulation.

Naureen Hassan, senior vice president of client experience for Schwab Advisor Services (Photo: Busin ...

Naureen Hassan, senior vice president of client experience for Schwab Advisor Services (Photo: Business Wire)

“Advisors are facing a number of competing forces when it comes to meeting clients’ needs and expectations. The world is getting more complex in terms of regulations and concerns about security and fraud, but at the same time clients want anytime, anywhere attention and access,” said Naureen Hassan, senior vice present of client experience for Schwab Advisor Services. “We have seized this opportunity to take a fresh look at how we serve advisors and their clients and to look for ways to make processes simpler and more efficient.

According to Hassan, Schwab is focusing on several key areas of client experience, including eliminating the use of paper whenever possible; streamlining processes and reducing the number of steps required to complete key custody activities; optimizing technologies like mobile and cloud computing; and empowering Schwab’s teams to provide an even higher level of client service.

“As part of this project, we are investing millions of dollars on advanced operations and servicing technology platforms so that our staff can raise the bar on the already industry-leading service they provide,” said Hassan. “These investments will help automate many of the processes that our front line teams use every day and allow us to customize our workflows specifically for advisors and their needs. The results will be faster and more proactive service.”

Technology empowering simpler workflows: eSignature through DocuSign

As part of this initiative, Schwab is also announcing a new relationship with DocuSign to enable eSignature capabilities on the majority of Schwab forms. From Schwab Advisor Center, advisors will be able to create electronic packages of forms that clients and prospects can review, complete, and sign online. Planned for rollout in 2013, Schwab’s eSignature offering will ultimately eliminate virtually all hardcopy requirements for most common forms, minimizing needless back-and-forth and multiple hardcopy signatures, and allowing for faster account opening while still maintaining the highest levels of security and privacy.

“eSignature is one example of the ways in which we are looking to make the client experience simpler and more efficient,” said Neesha Hathi, senior vice president, technology solutions for Schwab Advisor Services. “Technology itself only gets you so far and needs to be married to the workflows that advisors use in their offices. We are building eSignature into the fabric of Schwab Advisor Center in order to help advisors manage the initiation, completion, and status monitoring from a familiar and well-understood platform as well as vastly streamline the paperwork processes.”

Advisors will have the ability to pre-fill fields on the forms and highlight fields for their clients to fill in. Advisors’ clients will receive a customized e-mail notification instructing them to review, complete and electronically sign the form. Additionally, advisors will be able to check into Schwab Advisor Center to see the status of an application or form.

SchwabAlliance.com: Enhanced interaction for advisors and their clients

SchwabAlliance.com, the customized version of schwab.com for clients of advisors, will serve as an integral component of the future client experience. For example, clients of advisors using eSignature will be directed to Schwab Alliance to review and eSign forms.

“The vision for Schwab Alliance is that it becomes far more than a static web site where clients of advisors can access information about their accounts,” said Hathi. “We think it has the potential to become a dynamic hub for ongoing interactions, providing a communication portal for advisors’ clients that is managed by the advisor.”

As part of this effort, Schwab recently introduced more ways for advisors to customize their clients’ experiences on Schwab Alliance. Advisors can now choose from three online service packages for their clients: full access to all features, an option that requires clients to consult with advisors before trading and moving funds, and a limited view version that provides basic account information but doesn’t provide online access to trading or money movement.

Continued investment in mobile technology

Hathi also noted that as part of the initiative to transform client experience, Schwab will continue to make significant investments in 2013 in mobile technologies. This follows the launch of the Schwab Advisor Center app for the iPad® announced on November 2, the current app for the iPhone® app for advisors, and the apps for Apple and Android smartphones and tablets available for their clients.

“Mobile capabilities will become a critical enabler of time-sensitive interactions between advisors and clients and also an important way that advisors can be more productive without compromising service,” said Hathi.

About DocuSign Inc.

DocuSign® is the leader in eSignature transaction management and the global standard for eSignature®. Global enterprises, business departments, individual professionals and consumers are standardising on DocuSign, with 60,000 new users joining the DocuSign Global Network every day. Today, that network includes more than 23 million users who have DocuSigned more than 220 million documents in 188 countries. DocuSign is used to accelerate transaction times to increase speed to results, reduce costs, and delight customers across nearly every industry – from financial services, insurance, technology, healthcare, manufacturing, communications, property management and consumer goods, to higher education and others. For more information, visit www.docusign.com or call 877.720.2040. Visit the DocuSign blog at www.docusign.com/blog and follow DocuSign on Twitter, LinkedIn and Facebook.

About Charles Schwab

The Charles Schwab Corporation (“Charles Schwab”) (NYSE:SCHW) is a leading provider of financial services, with more than 300 offices and 8.7 million active brokerage accounts, 1.5 million corporate retirement plan participants, 844,000 banking accounts, and $1.89 trillion in client assets as of September 30, 2012. The company was ranked ‘Highest in Investor Satisfaction with Self-Directed Services’ in the 2012 US Self-Directed Investor Satisfaction StudySM from J.D. Power and Associates. Through its operating subsidiaries, the company provides a full range of securities brokerage, banking, money management and financial advisory services to individual investors and independent investment advisors. Its broker-dealer subsidiary, Charles Schwab & Co., Inc. (“Schwab”)(member SIPC, www.sipc.org), and affiliates offer a complete range of investment services and products including an extensive selection of mutual funds; financial planning and investment advice; retirement plan and equity compensation plan services; compliance and trade monitoring solutions; referrals to independent fee-based investment advisors; and custodial, operational and trading support for independent, fee-based investment advisors through its Advisor Services division. Its banking subsidiary, Charles Schwab Bank (member FDIC and an Equal Housing Lender), provides trust and custody services, banking and lending services and products. More information is available at www.schwab.com and www.aboutschwab.com.

(1112-7435)

Follow us on Twitter: @Schwab4RIAs

Read our corporate blog: SchwabTalk

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

IoT & Smart Cities Stories
SYS-CON Events announced today that DatacenterDynamics has been named “Media Sponsor” of SYS-CON's 18th International Cloud Expo, which will take place on June 7–9, 2016, at the Javits Center in New York City, NY. DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
A valuable conference experience generates new contacts, sales leads, potential strategic partners and potential investors; helps gather competitive intelligence and even provides inspiration for new products and services. Conference Guru works with conference organizers to pass great deals to great conferences, helping you discover new conferences and increase your return on investment.
DXWorldEXPO LLC announced today that ICOHOLDER named "Media Sponsor" of Miami Blockchain Event by FinTechEXPO. ICOHOLDER gives detailed information and help the community to invest in the trusty projects. Miami Blockchain Event by FinTechEXPO has opened its Call for Papers. The two-day event will present 20 top Blockchain experts. All speaking inquiries which covers the following information can be submitted by email to [email protected] Miami Blockchain Event by FinTechEXPOalso offers sp...
Headquartered in Plainsboro, NJ, Synametrics Technologies has provided IT professionals and computer systems developers since 1997. Based on the success of their initial product offerings (WinSQL and DeltaCopy), the company continues to create and hone innovative products that help its customers get more from their computer applications, databases and infrastructure. To date, over one million users around the world have chosen Synametrics solutions to help power their accelerated business or per...
Poor data quality and analytics drive down business value. In fact, Gartner estimated that the average financial impact of poor data quality on organizations is $9.7 million per year. But bad data is much more than a cost center. By eroding trust in information, analytics and the business decisions based on these, it is a serious impediment to digital transformation.
@DevOpsSummit at Cloud Expo, taking place November 12-13 in New York City, NY, is co-located with 22nd international CloudEXPO | first international DXWorldEXPO and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time t...
When talking IoT we often focus on the devices, the sensors, the hardware itself. The new smart appliances, the new smart or self-driving cars (which are amalgamations of many ‘things'). When we are looking at the world of IoT, we should take a step back, look at the big picture. What value are these devices providing. IoT is not about the devices, its about the data consumed and generated. The devices are tools, mechanisms, conduits. This paper discusses the considerations when dealing with the...
SYS-CON Events announced today that IoT Global Network has been named “Media Sponsor” of SYS-CON's @ThingsExpo, which will take place on June 6–8, 2017, at the Javits Center in New York City, NY. The IoT Global Network is a platform where you can connect with industry experts and network across the IoT community to build the successful IoT business of the future.
IoT is rapidly becoming mainstream as more and more investments are made into the platforms and technology. As this movement continues to expand and gain momentum it creates a massive wall of noise that can be difficult to sift through. Unfortunately, this inevitably makes IoT less approachable for people to get started with and can hamper efforts to integrate this key technology into your own portfolio. There are so many connected products already in place today with many hundreds more on the h...
CloudEXPO New York 2018, colocated with DXWorldEXPO New York 2018 will be held November 11-13, 2018, in New York City and will bring together Cloud Computing, FinTech and Blockchain, Digital Transformation, Big Data, Internet of Things, DevOps, AI, Machine Learning and WebRTC to one location.