Manager, CS&S NCS Prospect Electronic Communications

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.

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 New Client Services Prospect Chat team, which is responsible for supporting prospective new clients across multiple segments. Our department creates broad exposure to Schwab products and services and helps accelerate career growth. The Manager will support the team and Team Manager with the day-to-day operations, along with adapting to business needs and priorities. Additionally, the GL57IC role is responsible for:

• Leveraging rapport and EQ to resolve complex issues centered around customer record reconciliation.
• Adjusting to changing priorities such as assisting with high chat volumes and spikes.
• Driving innovation and operational efficiency by applying subject matter expertise and a challenger mindset.
• Partner with the Team Manager to identify and deliver targeted coaching and development opportunities, enhancing service delivery through the client lens at both individual and team levels.
• Managing client escalations as well as the training and mentoring of teammates with positive measurable outcomes.
• Applying critical thinking and sound business acumen to mitigate risks and resolve client concerns effectively.
• Proactively review and refine procedures, ensuring accuracy, clarity, and timeliness.

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, Service Desktop, Knowledge Center, and Bluezone.
• 3+ years’ experience in Prospect Chat.
• 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 NICE. 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