Manager, CS&S Operational Support Team

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.

This is an Individual Contributor Manager role in the CS&S Operational Support Tier 2 Account Solutions organization which is responsible for supporting internal and external clients with complex inquiries pertaining to applications and paperwork submitted for new accounts, account maintenance, account updates, and research of complex inquiry topics. The Manager will support the Team Manager with the day-to-day operations and adapting to business needs and priorities. Additionally, the Manager role is responsible for

• Leveraging rapport and EQ to handle complex issues as well as de-escalate concerns and negative interactions using the edge 2.0 service model.
• Adjusting to changing priorities such as assisting with high call volumes and spikes.
• Driving innovation and operational efficiency as a subject matter expert and challenger mindset.
• Supporting the Team Manager in proactively identifying coaching and development opportunities to deliver through clients’ eyes service at both individual and team levels, collaborating on improvements, and applying subject matter expertise to support the team and department.
• Managing client escalations as well as the training and coaching of teammates with positive measurable outcomes.
• Applying critical thinking and sound business acumen to mitigate risks and resolve client concerns effectively.
• Proactively reviewing procedures, suggesting timely updates to ensure accuracy and conciseness.

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:

• Extensive knowledge of applications including Client Central, myQ, Service Desktop, OnDemand, Knowledge Center, COAST, and CS&S Account Solutions
• FINRA Series 7, 63, and 9/10 or equivalent licenses
• Proficient use of Microsoft Office 365 Suite including but not limited to Teams, OneNote, Word, PowerPoint, Excel, and Project. Must possess excellent oral and written skills, and strong organizational skills

Preferred

• Ability to work independently and effectively as part of a team, while prioritizing multiple tasks and responsibilities simultaneously
• Ability to build collaborative relationships across teams
• Positive attitude, enthusiasm, and a strong work ethic with a high level of integrity
• Results oriented, identify and resolve issues in a team environment working with various levels of management and business partners

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