Job Description

Your Opportunity
Client Service & Support (CS&S) is the primary service and trading arm for Schwab Investor Services. CS&S provides service to our retail clients to fulfill our purpose of championing every clients goals with passion and integrity. The vision for CS&S is being engaged financial service professionals who inspire client loyalty by providing guidance and solutions to fulfill clients' needs. With a focus on employee development and collaboration, we help clients and employees reach their goals. CS&S builds loyalty with clients and employees one interaction at a time.

The CS&S Help Desk responds to escalated technical inquiries from internal and external clients regarding online access and navigation of website, systems and accounts. Additionally, we support identity theft and fraud prevention typically related to online access attempts via our electronic channels. We assist in fully authenticating clients and protecting client and company assets. Our goal is to execute the balance of being productive and efficient while delivering outstanding customer service and first contact resolution.
What you are good at

The Help Desk Sr. Team Manager pursues our purpose and values through:

* Leading a team of 8-12 representatives who will assist internal and external clients with technical, client authentication, and identity theft issues.
* Creating an environment where all people can do their best work
* Setting team goals and vision and ability to take action to achieve those goals
* Effectively adopting changing business needs and guides employees through shifting priorities
* Being a role model and teacher of behaviors to efficiently solve problems and answer questions
* Having a keen focus on employee engagement, while balancing productivity and ensuring that their team delivers a memorable service experience that promotes client loyalty.
* Building your teams technical, authentication and identity theft expertise and Schwab product and service knowledge
* Ability to coach effectively in a diversity of ways to drive team results for client satisfaction, service quality and productivity aligned to department objectives
* Developing team members through coaching, career development mentoring, and motivational techniques
* Inspiring and modeling behaviors that enhance each client relationship
* Assessing and resolving escalated client issues at a moments notice, helping internal and external clients navigate Schwab products and services
* Effectively recognizing strategic business opportunities and seizing them
* Additional responsibilities include timely supervision, training, audit/compliance activities and total performance management

What you have

* Active NASD Series 7, 63, 9/10 (8) licenses required or a condition of employment to obtain licenses within 18 months
* 3+ years of experience and thorough knowledge of the brokerage/financial services industry strongly preferred
* Strong operational and technical aptitude, with knowledge of Schwab proprietary client trading platforms such as Streetsmart Edge, Schwab.com, Streetsmart.com, Mobile, etc.
* 3+ years of supervisory/management experience preferred
* Demonstrated passion for providing client-centric solutions
* Positive demeanor, passion, professionalism and strong work ethic with high level of integrity and ethics
* Excellent verbal and written communication skills to influence and build consensus as well as proven presentation skills
* Strong leadership, motivational, and coaching skills with ability to get results and develop employees
* Proven experience working collaboratively, improving productivity, and implementing ideas
* Strong organizational and time leadership skills with a proven track record to concentrate efforts (and team efforts) on the most important priorities
* Track record of building high performing teams that deliver results regardless of circumstances
* Strong team player with proven experience in building trust and collaborative relationship with other managers and leadership in both departmental and cross departmental projects and initiatives
* Ability to work a flexible shift, which may include early morning hours, late night hours, or weekend hours









Sorry the function is not working properly at this moment. Please refresh the page and try again later.

on your newsfeed



Why Schwab?

At Schwab, Own Your Tomorrow embodies everything we do! We are committed to helping our employees unleash their potential and achieve their dreams. Our employees get to play a central role in disrupting a multi-trillion-dollar industry, creating a better, more modern way to build and manage wealth. Were a modern financial services firm that stands apart from the industry, where you can go as far as your ambition takes you.

Hear from employees: Whats it like to work at Schwab!

The benefits of working at Schwab: a package designed to empower your health, wealth, career and life.
Schwab is committed to building a diverse and inclusive workplace where everyone feels valued.

The posted salary range describes the minimum to maximum range for this job description in the state of Colorado. The salary range is posted in accordance with the Colorado Equal Pay for Equal Work Act. The salary range for this same position may be lower or higher in markets outside of Colorado.

As an equal employment opportunity employer, our policy is to provide equal employment opportunities to all employees and applicants without regard to any status that is protected by law. (Please click here to see policy.)

Schwab is also an affirmative action employer, focused on advancing women, minorities, veterans, and individuals with disabilities in the workplace.
We believe diversity and inclusion are part of our success as a company and our purpose of serving every client with passion and integrity.

Application FAQs

Software Powered by iCIMS
www.icims.com