Manager, CS&S Trader Service

Your Opportunity

Schwab remains committed to providing increased visibility to career growth opportunities and job requirements. This posting announcement is part of increased transparency and while all qualified applicants will be reviewed and considered, this organization has a preferred candidate identified for this role.

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.

Our Trader Service organization has been recognized as the best online broker for the last 10 years. We are client-focused with a vision to be the most trusted trade desk on the street. As champions of

investors, we are looking for other advocates to join our team as an Inbound Trader Service Specialist

where you will work with brokerage clients as the subject matter expert in equities, foreign exchange, and derivatives (options & futures). Working on the second shift, you’ll have increased exposure to complex client trades, offering an accelerated growth trajectory.

Our team consists of a diverse workforce in all different stages of their careers, including career changers and individuals re-entering the workforce. If you enjoy providing an outstanding level of service to others around you, have a passion for continuous learning, and enjoy working with like-minded individuals with whom you can learn and grow -- this is the role for you.

What you are good at:

• Provide direct, real-time trader support to the firm’s most sophisticated segment of Retail Distribution which generates substantial revenue for the firm
• Master and teach the firms most complex trading platforms (including but not limited to: Thinkorswim and Mobile Trader to help clients harness and maximize Schwab technology. Use and teach Thinkscript programing technology.
• Analyze and interpret client positions and market conditions to proactively present advantages and disadvantages of various strategies to find best solutions for clients
• Utilize trading experience to coach clients on best market practices which includes efficient order execution and complicated product characteristics, empowering them as self-directed traders
• Mentor clients and convey margin rules and calculations on large, complex derivative (options, futures, options on futures) position and risk management
• Perform multiple tasks at one time, to serve multiple demanding trader clients and associates simultaneously to create a superior client experience
• Proactively identify gaps in client knowledge to prevent or limit future client losses, enhancing their confidence and profit potential, and generating high client retention in the Trader segment
• Serve as consultant and resource to Trading Specialists, EM/PR teams, and Resource Desk on all matters related to the markets and derivatives trading, including de-escalation of verbal and written complaints.
• Present clients with a single point of contact by owning, researching, and solving elaborate and unique trading and non-trading issues
• Identify best trading tools to suit client’s style and strategy and deliver unparalleled education
• Portfolio Margin Support – subject matter expert in portfolio margin and support of risk-based margin account specific information.
• Leverage industry knowledge and platform expertise to deliver well-positioned leads to branches, and ATBD partners
• Influence and close business for Investment Consultants by presenting self-directed active trader clients and prospects with industry standard for market understanding
• Close ‘other’ business that is not counted through the current referral process – self-identified, fully engaged clients that work solely with trader reps
• 1 to Many support: Enhance our education offerings and support marketing initiatives through teaching of derivatives strategies in daily chat room programs, road shows, and webcasts attended by hundreds of active trader clients and prospects
• Cover urgent option expiration sell outs for Schwab risk team, and test offer trader insight for new product releases

What you have

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

Required Qualifications:

• Series 7/63 licenses required
• Series 9/10 licenses required
• 2-4 years of experience in Client Service, Financial Services and/or Brokerage Services; preferably trading, interacting with clients in a proactive and consultative manner

Preferred Qualifications:

• Series 3 license required or can be obtained as a condition of employment
• Takes initiative and thrives in a fast-paced, independent environment
• Access to a reliable internet connection
• A desire to learn and quickly progress through to Trader 3
• Bachelor’s Degree
• Passion for trading and market knowledge; ability to proactively discuss trading topics and appropriate solutions with clients
• Current or previous contact center experience
• Ability to deliver a heightened client experience utilizing an advanced client dialog model
• Previous experience in customer service, client support and problem resolution skills
• Proven analytical skills with the ability to effectively mitigate risk and adhere to trading accuracy while adhering to policies, procedures, and guidelines
• Strong trading or familiarity with the securities industry and an understanding of options and equities
• Ability to serve as a peer mentor and role model to less tenured and less knowledgeable peers

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