In this episode of the RIA Edge Podcast, David Armstrong, editorial director at Informa Connect’s Wealth Management Group, sits down with Jalina Kerr, managing director of client experience for Schwab Advisor Services. Jalina talks about Schwab’s approach to enhancing the advisor experience, including the group’s work on technology integrations, changes made in the wake of the TDAI integration, and how the firm is trying to follow advisors’ lead when it comes to prioritizing the custodian’s approach to tech development.  

David and Jalina discuss:

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• How the firm is thinking about the “advisor experience” on the platform, and how they are working to improve it. 
  
• Schwab’s approach to gathering and acting on advisor feedback in close to real-time.
  
• Addressing the challenges and complexities of large-scale platform integration, particularly post-TD Ameritrade merger
  
• The growing demand for simplified technology ecosystems, including integrated bundles,  and how Schwab aims to meet those needs.
  

Resources:

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• RIA Edge Podcast
  

Connect With David Armstrong:

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• WealthManagement.com
  
• LinkedIn: WealthManagment.com
  
• LinkedIn: David Armstrong
  
• Twitter: David Armstrong
  
• LinkedIn: Informa
  

Connect With Jalina Kerr:

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• Charles Schwab
  
• LinkedIn: Charles Schwab
  
• LinkedIn: Jalina Kerr
  

About Our Guest:

Jalina Kerr is the Managing Director of Client Experience for Schwab Advisor Services. Kerr’s team shapes the constantly evolving client experience with progressive technical and human resources designed to support the custody needs of a diverse advisor base.

Kerr began her career at Schwab in 1994 on the Advisor Services trading desk. During her tenure at Schwab, Kerr has held roles in client service delivery and operations, as well as advisors in transition, strategy, and technology.