Manager, CS&S Core Service - FC Academy

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 FC Academy – Client Service & Support Manager works with Financial Consultant Academy participants during their CS&S rotation to foster their professional growth through effective coaching and training. The focus is to ensure team members are encouraged, coached and provided the necessary resources to effectively build and strengthen their brokerage service skills. The manager will contribute to the retention of top talent through a focus on employee engagement, creation of a positive work culture and a strong orientation to personal growth and development.

The Schwab Financial Consultant Academy is a 15-month rotational program that prepares participants for a role in business development – either as a Financial Consultant Partner or Investment Consultant – with ultimate career pathing to a Financial Consultant. With a series of steps that include learning, on-the-job experience, and mentorship, the FC Academy is designed to position participants for success in a dynamic industry.

Client Service & Support (CS&S) is the primary service and trading arm for Schwab Investor Services.  CS&S provides service to our retail clients to fulfill our purpose of championing every client’s goals with passion and integrity. The vision for CS&S is being engaged financial service professionals who inspire client loyalty by providing guidance and solutions to fulfill clients' needs.  With a focus on employee development and collaboration, we help clients and employees reach their goals.  CS&S builds loyalty with clients and employees one interaction at a time.

What you are good at:

• Leading a team of FC Academy participants through their Client Service and Support rotation to deliver Through Clients’ Eyes service that promote client loyalty
• Developing team members through coaching, career development mentoring, and motivational techniques
• Building your team’s market expertise and Schwab product knowledge
• Assessing and resolving escalated client issues at a moment’s notice, helping them navigate Schwab products and services 
• Effectively recognizing strategic business opportunities and seizing them
• Working collaboratively with other managers and leadership in cross departmental projects and initiatives
• Coordinating logistics for training class instruction, nesting support and system setup for team members

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 licenses
• Active FINRA Series 8, or 9 &10 licenses
• Thorough knowledge of brokerage/financial services industry with minimum three years prior experience (required), including business development and trading operations (preferred)
• Demonstrated passion for providing client-centric solutions
• Positive attitude, enthusiasm, professionalism, and strong work ethic with high level of integrity and ethics
• Excellent verbal and written communication skills to influence and build consensus as well as proven presentation skills
• Driving scale with effective time management and communication skills that allow for expanded impact across the broader team, segment, and location
• Strong leadership, motivational, and coaching skills with ability to drive results and develop employees
• Demonstrated ability to consistently deliver top results regardless of environment (e.g., team make-up; external factors such as volumes, etc.)
• Proven experience working collaboratively, improving productivity, and implementing ideas
• Ability to work a flexible shift, which may include early morning hours, late night hours, or weekend hours

Preferred qualifications: 

• Bachelor’s degree in finance, economics, business administration, or related area
• Prior experience with staffing, capacity planning and traffic management
• Completion of management/leadership training course
• FINRA Series 66

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