Charles Schwab Team Manager, Correspondence Rep in Indianapolis, Indiana
As a Team Manager in our Client Service & Support (CS&S) eServices organization, you will lead a team responsible for servicing our diverse clients’ brokerage needs via secure eServices in order to build and maintain client loyalty. Our teams inspire client loyalty by being the “voice of Schwab” for our clients. They engage in personalized interactions that enhance each client's relationship with Schwab by addressing their need(s) first and then asking questions to learn what other products, services, or guidance may be appropriate for them based on their financial goals. Your team members receive extensive training and internal support that allows them to be successful in service delivery, conducting thorough needs-based conversations that build long-term relationships with our clients.
What you are good at
In this role you will lead a Client Chat blended team of 12-16 registered representatives to deliver a valuable and memorable service experience that promotes client loyalty primarily through the Client Chat and email support channels.
Additionally, you will have the opportunity to;
Establish your team’s market expertise and knowledge of Schwab’s products, services and procedures.
Developing team members through coaching, career development, mentoring, and motivational techniques.
Addressing sophisticated client issues at a moment’s notice and acting as a client advocate to drive client resolutions and loyalty.
Effectively recognizing strategic business opportunities, demonstrating initiative and taking calculated business risks.
Demonstrate a strong understanding of the markets, empathy, energy, and problem solving while delivering unparalleled value and outstanding leadership and service to our employees and clients
Work collaboratively with other managers and leadership in cross departmental projects and initiatives to improve the organization and the chat business model.
Work collaboratively with business partners to achieve service, sales and organizational goals.
What you have
Active FINRA Series 7, 63, and 9/10 (8) licenses required.
Thorough knowledge of brokerage/financial services industry with minimum two years prior experience and at least one year supervisory/management experience required.
Solid understanding of trading operations, margin, and market mechanics.
Solid understanding of Communication with the Public (CWTP) policies and procedures.
Ideal candidate will possess a solid understanding of strengths at Schwab and the ability to leverage them with individuals and groups to drive employee engagement.
Innovative thinker that shows managerial courage to challenge the status quo to identify, generate and implement new ideas.
Passion for providing client-centric solutions via the chat channel.
Positive demeanor, enthusiasm, professionalism, strong work ethic with high level of integrity and ethics, and alignment with Schwab’s values.
Excellent written and verbal communication skills to influence and build consensus as well as proven presentation skills.
Demonstrated ability to develop the written communication skills of employees.
Strong leadership, motivational, and coaching skills with the ability to drive results and develop highly engaged employees.
Ability to exercise sound business judgment and manages risks at all times; considers all stakeholders in decisions and takes a holistic perspective balancing client, employee and shareholder needs.
Ability to work a flexible shift, which may include early morning hours, late night hours, or weekend hours.
In addition, ideal candidates will have:
Experience with Genesys/Moxie systems.
Management experience within CS&S contact center.
Bachelor’s degree in finance, economics, business administration, or related area.
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Schwab is committed to building a diverse and inclusive workplace where everyone feels valued.
The posted salary range describes the minimum to maximum range for this job description in the state of Colorado. The salary range is posted in accordance with the Colorado Equal Pay for Equal Work Act. The salary range for this same position may be lower or higher in markets outside of Colorado.
As an equal employment opportunity employer, our policy is to provide equal employment opportunities to all employees and applicants without regard to any status that is protected by law.(Please click here to see policy.) (https://www.aboutschwab.com/EEO)
Schwab is also an affirmative action employer, focused on advancing women, minorities, veterans, and individuals with disabilities in the workplace.
We believe diversity and inclusion are part of our success as a company and our purpose of serving every client with passion and integrity.
Job Locations US-IN-Indianapolis
Requisition ID 2021-67804
Posted Date 3 days ago (2/23/2021 11:23 AM)
Category Customer Service/Client Service
Position Type Full time
- Charles Schwab Jobs