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 Nesting program seeks to create a World Class Service environment for our new hires by focusing on operational excellence, First Call Resolution, and the overall reduction of client effort. 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 from side-by-sides, live monitoring, daily observations, and Supervision and Control Call Evaluations. The coaching and feedback to new hires focuses on providing accurate information, using EDGE Service Skills behaviors highlighting Schwab’s Power of One and “Through Clients’ Eyes” strategy. 

As a mentor, you will have the opportunity to:

• Observe Nesting Manager lead cohort huddles and debriefs. 
• Educate and support professionals during Nesting phases (Service Essentials, Service Essentials Advanced, and Trading Essentials).
• Provide support, resources, and actionable feedback to new hire professionals on client interactions, live and via chat.
• Develop coaching skills via review of live monitoring, conduct side-by-sides, listen to recorded calls documented in Nexidia.
• Ensure consistency in all client interactions through coaching and feedback.
• Serve CS&S clients to ensure that mentors maintain World Class Service skill sets during new hire professional’s classroom and licensing phases.
• Motivate, inspire, and instill confidence for licensed professional 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 required.  .
• Completed Tax, Retirement and STA (Schwab Trader Academy) training.
• Excellent verbal and written communication skills, including strong facilitation skills.
• CS&S Front-line experience.
• Strong passion for coaching others
• Strong knowledge of the securities industry and investment vehicles (e.g. IRAs, brokerage accounts) 
• Self-directed, self-motivated, comfortable being supported virtually and able to work independently on a variety of tasks 
• Excellent time management and organizational skills 
• Exhibited success in creating a “through the client eyes” experience with a focus on productive and efficient conversations 
• Strong written and verbal communication skills, including presentation skills in a group coaching environment. 
• Demonstrates exemplary behaviors throughout all areas of professionals role
• Acts as a role model for teammates and peers 

Preferred:

• FINRA Series 9/10 preferred.

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