Sr Specialist, ICS Trader 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(s).

Our International Trader Service organization has been recognized as the best online broker for the last 10 years. We are client-focused with a vision to be the most trusted trade desk on the street. As champions of investors, we’re seeking professionals who enjoy assisting others as they trade in the financial markets and want to grow their career with International Client Services.

We are looking for advocates to join our team as an TOS Electronic Communications International Trader Service Senior Specialist where you will work with brokerage clients as subject matter expert in equities, and derivatives (options & futures). Working on the first and second shift, you’ll have increased exposure to complex client trades, offering an accelerated growth trajectory.

Our team consists of a diverse workforce in all different stages of their careers, including career changers and individuals re-entering the workforce. If you enjoy providing an outstanding level of service to others around you, have a passion for continuous learning, and enjoy working with like-minded individuals with whom you can learn and grow - this is the role for you. 

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:

• Series 7, 63, 9, 10 licenses required
• 2 years of experiencein Client Service, Financial Services and/or Brokerage Services; preferably trading, interacting with clients in a proactive and consultative manner 
• Bilingual in Mandarin and/or Cantonese language proficiency at a native level, with the ability to communicate clearly, professionally, and accurately in both spoken and written correspondence with clients and internal business partners.
• Exceptional written communication skills which provide a high level of accuracy, clarity, and education, display empathy and a depth of market knowledge, and incorporate positive language. 

Preferred Qualifications:

• Series 3, 34 preferred
• Previous TOS chat support experience is highly preferred.
• Bachelor’s Degree 
• Current or previous contact center experience 
• Previous experience in customer service, client support and problem resolution skills 
• Candidates with 3+ years of experience with derivatives will be considered in lieu of certifications (Licensure will be done as a condition of employment) 
• Passion for trading and market knowledge; ability to proactively discuss trading topics and appropriate solutions with clients. 
• Provide expedient, exceptional chat and email support to Schwab Trader clients, executing complex transactions, offering expertise, technical troubleshooting, and educating them on trading platforms. 
• A desire to learn and quickly progress through to Trader 3
• Takes initiative and thrives in a fast-paced, independent environment.
• Strong written communication skills which provide clarity, display empathy, and incorporate positive language. 
• Ability to ask appropriate, probing questions to clearly understand the client’s needs. Using good judgment when responding and selecting language and examples tailored to the specific experience level of the client. 
• Ability to deliver a heightened client experience utilizing an advanced EDGE client dialog model.
• Proficient in asking clarifying questions to discern unstated needs, fostering a highly effective and client-centric approach within a dynamic trade desk chat team. 
• Proven analytical skills with the ability to effectively mitigate risk and adhere to trading accuracy while adhering to policies, procedures, and guidelines. 
• Strong trading or familiarity with the securities industry and an understanding of options and equities. 
• Ability to serve as a peer mentor and role model to less tenured and less knowledgeable peers.

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