Manager, Core Service - Int'l Client Services

Your Opportunity

At Schwab International Client Services, 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).

As a Team Manager, Core Service - International Client Services, you will coach and lead a team of professionals that supports clients mainly over the phone, but also multichannel professionals that will support clients via chats and emails.  The team supports International and Domestic clients that wants to do business with Schwab in Spanish or Chinese. You will work in a collaborative, fast-paced environment, to assist and develop professionals with customer service and trading. The relationships that you create and uphold will have direct impacts as you aid our clients to “Own their tomorrow”.

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:

• FINRA Series 3,7,63,9, and 10 licenses required.
• 3 years of experience either as ATM, Team Lead, Manager supporting service teams
• 8 years of experience supporting brokerage clients
• 5 years of experience coaching professionals on EDGE skills
• 5 years of experience supporting international clients
• Experience with Work force Management tool and TOS Knowledge
• Be comfortable taking escalations and handling complex tasks
• Be able to work from 4:30pm to 1:00am CT – Monday - Friday

Preferred:

• Preferably 5-10 years of Financial Services and/or Brokerage Services with an emphasis in trading, engaging with clients in a proactive and consultative manner.
• Be able to speak, read and write in Chinese or Spanish
• Passion for trading and market knowledge; ability to proactively discuss trading topics and appropriate solutions with clients.
• Comfortable taking escalations and working complex issues
• Excellent analytical skills with the ability to effectively mitigate risk and adhere to trading accuracy while adhering to policies, procedures, and guidelines
• Ability to establish trust and rapport with departments across Schwab
• Excellent interpersonal and written skills with a strong customer service focus are essential
• Resilience to help achieve client happiness in a fast-paced call environment
• Ability to identify potential risk situations and take action to mitigate risk in a timely and effective manner
• Initiative to create change through process improvement, training, and streamlining functions
• Ensure there is a plan in place to service your clients while out of the office
• Strong sense of ownership to support our clients through first call resolution while being efficient and mindful of time constraints on the client, peers, and business partners

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