Brokerage Team Manager - Call Center
Charles Schwab - Indianapolis, IN

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Brokerage Team Manager – Series 9/10 Licensed – Indianapolis

Organizational Objective/Purpose:
Client Service & Support (CS&S) is the primary service and trading arm for Schwab Investor Services. The vision for CS&S is delighting clients by creating memorable service experiences and by always viewing the relationship through client’s eyes. CS&S builds loyalty with clients and employees one interaction at a time by living our purpose of “helping everyone be financially fit.”

Brief Description of Role:
Leading a team of 12 - 15 representatives (including Series 7 Registered Brokers, Stock Broker Trainees, and Customer Service Representatives), in a contact center environment, to deliver value and memorable service experiences that promote client loyalty

Using strong leadership, motivational and coaching skills, the Team Manager will drive results, develop employees, and improve engagement with the goal of getting each team member to give their best everyday

Building your team’s expertise in the areas of Schwab products and market knowledge

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

Effectively recognizing strategic business opportunities and seizing them

Working collaboratively with other managers and leadership in cross departmental projects and initiatives

Required qualifications include:
Active FINRA Series 7 & 63 licenses

Active FINRA Series 8, or 9 &10 licenses, or FINRA Series 24 or 26 with a condition of employment for the Series 9 & 10

Thorough knowledge of brokerage/financial services industry with a minimum of three years prior experience (required), including business development and trading operations (preferred)

At least one year supervisory/management experience required with two years 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

Demonstrated skill in leadership, team/employee motivation, and employee coaching

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

In addition, ideal candidates will have:
Bachelor’s degree in finance, economics, business administration, or related area

Prior experience with staffing, workforce management

Previous project management experience

Additional management or leadership training

In addition to base salary, Team Managers may take advantage of Schwab’s extensive benefits program and also have the opportunity to earn a bonus which rewards team goals, client satisfaction, client retention, and profitable company growth. Schwab employees also have the opportunity to take part in community service projects and other company events.

Fortune Magazine recently ranked Schwab as their most admired firm in the Securities Industry. In no small part that is due to the work of our CS&S teams and the consistent experience they provide by delighting our clients everyday. If contributing to an organization whose purpose and values has lead to such accolades is something that would interest you, then please apply today.