Team Manager - Technical Help Desk

Your Opportunity

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 Technical Help Desk responds to escalated technical inquiries from internal and external clients regarding online access and navigation of website, systems and accounts. Additionally, we support identity theft 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 exceptional client service and first contact resolution.

• When the firm is ready to fully return to the office, employees will have the flexibility of a hybrid work environment, spending some time working remote and some time in the office.
• Employees and managers can discuss and decide what works best for them, with additional flexibility available based on their role, business needs, and individual circumstances.
• Subject to change as Schwab is continually evaluating the current environment in order to best care for the safety and well-being of our employees.

What you are good at

The Technical Help Desk Team Manager pursues our purpose and values through:

• Leading a team of 10-13 representatives who will assist internal and external clients with technical, client authentication, and identity theft 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 embracing 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 identity theft 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

• 
  Active NASD Series 7, 63, 9/10 (8) licenses required
• 3 years of experience and thorough knowledge of the brokerage/financial services industry strongly preferred
• Strong operational and technical aptitude, with knowledge of Schwab proprietary client trading platforms such as StreetSmart Edge, Schwab.com, 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 get results and develop employees
• Proven experience working collaboratively, improving productivity, and implementing ideas
• Strong organizational and time management skills with a proven ability 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
• Ability to work a 4x10 weekend shift of Sunday – Wednesday 10:00am – 8:30pm ET.

Highlight of Schwab’s Benefits

• 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.