Sr Specialist, CS&S Employee Onboarding

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.

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 MS Team chat support, live monitoring and Supervision and Control MyCareer 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:

• Assist Nesting Manager with cohort huddles and debriefs
• Support a cohort of 15 or more professionals during Nesting phases (SE, TIE, AB) and at times lead.
• Coach daily and provide actionable feedback on client interactions, live and via chat.
• Coaching sessions: Live monitoring, conduct side-by-sides, listen to recorded calls documented in MyCareer.
• Ensure consistency in all client interactions through coaching and feedback.
• When requested evaluate data and present trend analysis to Nesting Team Manager.
• Support Career Building Opportunities professional’s (CBOer’s).
• 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, instill confidence for licensed professional to develop their career.
• Other duties as assigned.

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:

• FINRA Series 7 and 63 licenses required. FINRA Series 9/10 preferred.
• Excellent verbal and written communication skills, including strong facilitation skills.

Preferred Qualifications:

• A year or more serving CS&S Front-line and previous coaching experience preferred.
• Strong knowledge of the securities industry and investment vehicles (e.g., IRA, brokerage accounts, 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.

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