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Charles Schwab Team Manager - Client Service and Support in Indianapolis, Indiana

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.

What you are good at

We want you to bring your personality to your calls and invest in your development to help achieve client satisfaction. Our goal is that through providing world class service, you are able to earn the trust and loyalty of our clients. Some of the unique aspects about this role and the support you receive to achieve this includes calls differing in scope and a focus on providing you tailored feedback and coaching.

The Team Managers in Client Service and Support pursue our purpose and values through:

  • Leading a team of up to 15 representatives (including registered brokers, broker trainees, and customer service reps) to deliver value and memorable service experiences that promote client loyalty.

  • Establishing your team’s expertise in the areas of proactive client interaction skills, Schwab products, market knowledge, and engaging clients in help & guidance conversations.

  • Developing team members through coaching, career development mentoring, and motivational techniques.

  • Assessing and resolving escalated client issues at a moment’s notice, helping clients navigate Schwab products and services.

  • Effectively recognizing strategic business opportunities and seizing them.

  • Leading and working reciprocally with other managers and leadership in various projects and initiatives.

What you have

We place a premium on high performance, quality service and the ability to execute the Schwab strategy. Essential skills include:

  • Demonstrates critical thinking, analytical skills, problem solving, attention to detail, and business acuity

  • Passion for service, positive demeanor, enthusiasm, professionalism, strong client focus and desire to assist individuals in developing their career

  • Thorough knowledge of banking/financial services industry with a minimum of three years prior experience

  • Excellent social skills, including proven listening skills and the ability to communicate in a clear, well organized manner

  • Ability to utilize resources to create client loyalty and lead our service professionals to advocate for clients by identifying the best solutions for their needs

  • High degree of decision making and demonstrate the ability to work effectively on a fast paced and dynamic team with ability to quickly organize and handle several priorities

  • Ability to proactively suggest, create, and implement ideas and programs to improve the Financial Service Professionals and client experience

  • Exceptional written and oral communication skills

  • Ability to identify client issues that pose a risk to the firm, lead Financial Service Professionals to handle them appropriately and recommend solutions to address future issues effectively

  • Maintain a superior level of customer service with internal business partners and external clients

  • Ability to communicate and collaborate effectively and build strong partnerships with varying levels across the firm

  • Positive demeanor, passion, professionalism and strong work ethic with high level of integrity and ethics

  • Strong leadership, motivational, and coaching skills with ability to get results and develop employees

In addition, ideal candidates will also have the following:

  • Active FINRA Series 7, 63 (66 preferred), 9, 10 licenses

  • Bachelor’s degree in finance, economics, business administration, or related area

  • Prior experience with staffing and workforce management

  • Additional management or leadership training

  • This position will sit in our Indianapolis office

  • Schedule for the role will be Monday - Friday, 11:30 am - 8:00 pm

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Why Schwab?

At Schwab, “Own Your Tomorrow” embodies everything we do! We are committed to helping our employees unleash their potential and achieve their dreams. Our employees get to play a central role in disrupting a multi-trillion-dollar industry, creating a better, more modern way to build and manage wealth. We’re a modern financial services firm that stands apart from the industry, where you can go as far as your ambition takes you.

Hear from employees:

: a package designed to empower your health, wealth, career and life.

Schwab is committed to building a diverse and inclusive workplace where everyone feels valued.

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.

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 2020-65915

Posted Date 1 week ago (11/13/2020 2:23 PM)

Category Customer Service/Client Service

Position Type Full time