Team Lead, Technical Client Service

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. 

Schwab Advisor Platform Support (APS) supports Registered Investment Advisors (RIA’s) with their website and file needs. The APS offering provides reactive phone support to RIA’s calling into the firm.

As a team lead you will provide leadership and knowledge support to a team of specialists who serve RIA’s. Team Leads have a deep understanding of the Advisor Services offering and oversee the execution of the Team Manager’s vision and strategy for the APS team. As a team lead you are able to quickly adapt to meeting business needs and focus on putting our clients first by supporting team members in resolving technology challenges as efficiently as possible.

In  this role you will:

• Work directly with the team manager and broader leadership team to execute on the APS vision
• Assist manager in day-to-day managerial tasks. Act in the capacity of the manager when the manager is absent

• Support for APS regarding troubleshooting and SAC product knowledge

• Demonstrate consistent leadership. Seek out opportunities to build and develop leadership skillset and knowledge as well as provide coaching and developmental feedback to others
• Ensure adherence to departmental and firm policies and procedures
• Manage workflow and projects for your team, maintain strong communication between internal business partners, and leadership
• Own, organize and coordinate various partner collaboration calls
• At times when volumes spike, there may be a need to support the team and clients on the phones
• Demonstrate superior understanding of the features and benefits of Schwab web tools, products and services to support team members
• Maintain a heightened awareness of fraud and risk issues pertaining to all facets of our department while presenting and implementing proactive solutions
• Partner with all departments company-wide to provide creative ideas and solutions that will benefit the business and set the strategic direction of the segment
• Be an ambassador for the APS model by educating other departments and Investment Advisors of our service offering

What you have

 To ensure that we fulfill our promise of " challenging the status quo " this role has specific qualifications that successful should have.

 Required Qualifications: 

• • A people management career orientation with a passion for continual self-development and learning with a focus on leadership skill development
  • Ability to provide developmental feedback and coaching promoting career development in an encouraging environment
  • A desire to support team engagement by playing a leadership role in the team’s establishment of a team action plan, and actively participate in successful execution of the plan through the year
  • Delegation skills and act as a resource within team-environment to create efficiencies
  • Attributes of an independent self-starter; have a proven ability to deliver excellent client service while anticipating and resolving problems under your own initiative
  • Successful internal networks to maintain and support positive relationships between RIAs and Schwab
  • Excellent relationship management skills including collaborating, influencing, and negotiating. Demonstrated ability to problem solve, interact with individuals at various levels, adapt to changing environments and think creatively
  • Initiative to create change through process improvements, training and streamlining functions.
  • Passion for service, professionalism, positivity, and strong work ethic with a high level of integrity and teamwork 
  • In-depth knowledge of Schwab products, services, complex subject matters, policies and procedures as well as demonstrated brokerage industry knowledge
  • Strong analytical and organizational skills
  • Articulate communicator with good listening skills. Presents well in person, on the phone, in meetings and in writing
  • Demonstrated ability to prioritize business needs and manage time effectively
  • Ability to identify potential risk situations and mitigate timely and effectively
  • Proven ability to work both independently and collaboratively to complete projects in a timely manner, consistency is a must
  • Advanced knowledge of Microsoft Office products, Salesforce, and SharePoint
  • Minimum of 3 years in APS preferred

 Preferred Qualifications:

• Minimum of 3 years in APS preferred

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