Charles Schwab Team Manager, Client Service & Support Help Desk in Westlake, Texas
We believe that , when done right, investing liberates people to create their own destiny. We are driven by our purpose to champion every client’s goals with passion and integrity. We respect and appreciate the diversity of our employees, our clients, and the communities we serve. We challenge conventions strategically to create value for our clients, our firm and the world. We live and bring to life the concept of ‘own your tomorrow’ every day. We champion our employee strengths, guide their development, and invest in their long-term success. We hire optimistic, results-oriented, curious, innovative, and adaptable people with the desire to help our clients and one another succeed.
As a company, we were established by Chuck over 40 years ago to champion Main Street over Wall Street, and to help Americans transform themselves from earners to owners. Through advocacy and innovation, we work to make investing more affordable, accessible and understandable for all. As we enter our fifth decade, we are looking for talented, innovative and driven people who believe they can help themselves, and our clients, create a better future.
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 Helpdesk responds to escalated operational and technical inquiries from internal and external clients. Our goal is to support first contact resolution, while still providing a means for further research if necessary. The core responsibility will be in assisting service, operational and some technical issues. We strive to execute the balance of being productive and efficient while delivering exceptional customer service.
What you’ll do:
The Help Desk Team Manager provides leadership to a phone service team of 8-12 representatives who will assist internal and external clients with service, operational and technical issues. The manager must have a keen focus on employee engagement, while balancing productivity and ensuring that their team delivers a memorable service experience that promotes client loyalty. Responsibilities include building your team’s operational and technical expertise and Schwab product and service knowledge; driving 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; and working collaboratively with other managers and leadership in both departmental and cross departmental projects and initiatives. Additional responsibilities include timely supervision, training, audit/compliance activities and total performance management.
What you have:
Active NASD Series 7, 63, 9/10 (8) licenses required or a condition of employment to obtain licenses within 18 months
3+ years of experience and thorough knowledge of the brokerage/financial services industry
Strong operational and technical aptitude, with knowledge of Schwab proprietary client trading platforms such as StreetsmartPro/Edge, Schwab.com, Streetsmart.com, Wireless/Mobile, etc
3+ years of supervisory/management experience 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
Strong leadership, motivational, and coaching skills with ability to drive results and develop employees
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
What you’ll get:
Comprehensive Compensation and Benefits package.
Financial Health: 401k Match, Employee Stock Purchase Plan, Employee Discounts, Personalized advice, Brokerage discounts.
Work/Life Balance: Sabbatical, Paid Parental Leave, New Mothers returning to work Program, Tuition Reimbursement Programs, Time off to volunteer, Employee Matching Gifts Program.
Everyday Wellness: Health and Lifestyle Wellness Rewards, Onsite Fitness Classes, Healthy Food Choices, Wellness Champions.
Inclusion: Employee Resource Groups, Commitment to diversity, Strategic partnerships.
Not just a job, but a career, with an opportunity to do the best work of your life.
Learn more about Life@Schwab at http://www.aboutschwab.com/careers/lifeatschwab/" .
Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law.
Position Located In: TX - Westlake