Improving Schwab’s Advisor Services’ Statement Bundling Experience

Statement bundles previously managed through a legacy platform called MCR, which posed significant challenges for Advisor Services (AS) representatives. Reps lacked the tools to effectively handle statement bundles or understand the rationale behind bundling, resulting in inefficiencies and service delays.

As the Lead Designer, I collaborated with a Product Manager and the dev team to design a streamlined solution. The new system enabled AS reps to efficiently manage statement bundles for clients while providing clear insights into bundling logic. By empowering reps with intuitive tools, we improved operational efficiency and enhanced their ability to deliver better client service.