Team Lead, Ops Escalation Support

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).

The Banking Operation PAL Hotline within Banking Ops Move Money Solutions is responsible for servicing the Pledged Assets Lines (PAL) accounts. We play a critical role for the firm in our efforts to deliver service and an elite client experience for both retail investors and independent advisors, while providing a controlled and disciplined environment that allows our employees to feel valued and engaged.

The Banking Operations PAL Hotline Team Lead is accountable for facilitating the team’s ability to deliver business results and create a work environment that promotes employee engagement.  This includes helping to provide information, resources, feedback, coaching, and recognition that help employees improve their performance. This role is ideal for professionals who enjoy influencing outcomes, coaching peers, and developing leadership capabilities. As a Team Lead, you'll partner closely with leaders, help guide team performance, mentor specialists, and gain valuable experience that can serve as a foundation for future people leadership opportunities.

In this role, you will serve as a subject matter expert, trusted partner, and informal leader who helps the team achieve operational excellence while delivering an outstanding client experience in a controlled, risk-aware environment.

What you'll do:

• Coach, mentor, and support specialists through guidance, feedback, recognition, and knowledge sharing that reinforces quality, risk awareness, and client-focused behaviors.
• Serve as a subject matter expert by responding to operational, technical, regulatory, and procedural inquiries, researching complex issues, and recommending effective solutions.
• Evaluate risk and exercise sound judgment when reviewing client accounts, money movement requests, and escalated client situations to help protect clients and the firm.
• Communicate complex information clearly and effectively to specialists, clients, and business partners while providing education on products, services, procedures, and best practices.
• Partner across teams to support business initiatives, process improvements, operational excellence, and delivery of an outstanding client experience.
• Model Schwab's values by fostering teamwork, accountability, inclusion, and continuous improvement.

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:

• Active FINRA Series 7, 63, 9, and 10 licenses required.
• 3+ years of experience in the brokerage or financial services industry, with an emphasis on customer service, operations, or client support.
• Bachelor’s degree in finance, economics, business administration, or equivalent work experience.
• Demonstrated ability to influence, coach, mentor, or support the development of others.
• Strong verbal and written communication skills, with the ability to explain complex topics clearly.

Preferred Qualifications: 

• Strong technical proficiency, including Microsoft applications, AI-enabled tools, and the ability to efficiently navigate multiple systems and databases.
• Demonstrated leadership with a passion for service, coaching, developing others, and serving as a role model and mentor.
• Excellent interpersonal, verbal, and written communication skills, with the ability to simplify and explain complex topics to diverse audiences.
• Strong operational, organizational, and follow-up skills, with the ability to manage complex work, work independently, and quickly develop a deep understanding of the business.
• Positive, collaborative mindset with a strong work ethic, professionalism, and forward-thinking approach.
• Advanced knowledge of Bank and Broker Dealer regulatory, audit requirements, and compliance policies.

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