Specialist, CS&S Employee Onboarding

Your Opportunity

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together. 

We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location(s).

Schwab Service Academy seeks to create a World Class Service environment for our new hires by focusing on operational excellence, First Call Resolution, and the Brilliant Basics of client service. The SSA Nesting team partners with Training, Licensing and CS&S leaders, to provide onsite support among new hires while serving clients. This support comes in different formats including MS Teams chat support, live monitoring, group and individual coaching, and supervision reporting. The coaching and feedback to new hires focuses on providing accurate information and using EDGE Service Skills behaviors that highlight Schwab’s World Class Service and “Through Clients’ Eyes” strategy.

As a mentor, you will have the opportunity to:

• Assist Nesting Managers with cohort huddles, debriefs, and facilitation.
• Lead, train, and support a cohort of 15 or more professionals during various Nesting
• phases.
• Coach daily and provide actionable feedback on client interactions, live and via chat.
• Coaching sessions: Live monitoring , side-by-sides, recorded-call reviews with
• documentation.
• Identify HR and operational risk concerns, elevating to Nesting Manager as needed.
• Ensure consistency in all client interactions through coaching and feedback.
• Evaluate data and present trend analysis to Nesting Team Manager.
• Train, support, and review Career Building Opportunities professional’s work.
• Review client escalations, surveys, and complaint reporting, completing client callouts
• when necessary.
• Inspire and instill confidence in licensed professionals to develop their career.
• Other duties as assigned.

What you have

To ensure that we have fulfilled our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.

Required:

• FINRA Series 7 and 63 licenses
• Excellent verbal and written communication skills, including strong meeting facilitation skills.
• Strong knowledge of the securities industry and investment vehicles (e.g., Account types, securities products, trading process, etc.).
• Self-directed, self-motivated, comfortable being supported virtually and able to work independently on a variety of tasks.
• Excellent time management and organizational skills.
• Excellent analytical abilities as demonstrated by gathering, analyzing, and delivering information in both verbal and written formats.
• Exhibited success in creating a “through the client’s eyes” experience with a focus on proactive and productive conversations.
• Passion in mentoring others in teaching processes, coaching processes, and employee development skills for future leadership success.

Preferred:

• FINRA Series 9/10 licenses
• Previous experiences as an SSA mentor/stand-in mentor, or prior coaching/leadership experience.

In addition to the salary range, this role is also eligible for bonus or incentive opportunities