Sr Team Management, CS&S Client Technical 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.

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. 

The CS&S Client Technical Support team responds to escalated technical inquiries from internal and external clients regarding online access and navigation of website, systems and accounts. Additionally, we support client security & protection and fraud prevention typically related to online access attempts via our electronic channels. We assist in fully authenticating clients and protecting client and company assets. Our goal is to execute the balance of being productive and efficient while delivering outstanding client service and first contact resolution.

The Client Technical Support Sr. Team Manager pursues our purpose and values through:

• Leading a team of 10-12 professionals who will assist internal and external clients with technical, client authentication, and client security & protection issues.
• Creating an environment where all people can do their best work
• Setting team goals and vision and ability to take action to achieve those goals
• Effectively adopting changing business needs and guides employees through shifting priorities
• Being a role model and teacher of behaviors to efficiently solve problems and answer questions
• Having a keen focus on employee engagement, while balancing productivity and ensuring that their team delivers a memorable service experience that promotes client loyalty.
• Building your team’s technical, authentication and client security & protection expertise and Schwab product and service knowledge
• Ability to coach effectively in a diversity of ways to drive team results for client satisfaction, service quality and productivity aligned to department objectives
• Developing team members through coaching, career development mentoring, and motivational techniques
• Inspiring and modeling behaviors that enhance each client relationship
• Assessing and resolving escalated client issues at a moment’s notice, helping internal and external clients navigate Schwab products and services
• Effectively recognizing strategic business opportunities and seizing them
• Additional responsibilities include timely supervision, training, audit/compliance activities and total performance management

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:

• Active NASD Series 7, 63, 9/10 (8) licenses required
• Current or prior experience with Client Technical Support required
• Strong operational and technical aptitude, with knowledge of Schwab proprietary client trading platforms such as thinkorswim, Schwab.com, Mobile, etc
• 3+ years of supervisory/management experience 
  • (Willing to consider individuals that have leadership &/or coaching experience)
• Demonstrated passion for providing client-centric solutions
• Positive demeanor, passion, 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
• Strong leadership, motivational, and coaching skills with ability to get results and develop employees
• Proven experience working collaboratively, improving productivity, and implementing ideas
• Strong organizational and time leadership skills with a proven track record to concentrate efforts (and team efforts) on the most important priorities
• Track record of building high performing teams that deliver results regardless of circumstances
• Strong team player with proven experience in building trust and collaborative relationship with other managers and leadership in both departmental and cross departmental projects and initiatives

Preferred:

• 3+ years of experience and thorough knowledge of the brokerage/financial services industry strongly preferred

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