Move Money Solutions Hotlines Team Lead at Charles Schwab · Orlando

Operational Services is responsible for moving assets into, out of, and between Schwab accounts. We play a critical role for the firm in our efforts of delivering service and an elite client experience for both retail investors and independent advisors, while providing a controlled and disciplined environment that allows our employees to feel valued and engaged. 

 

We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location(s).

 

The Banking Operations Hotline Team Lead is accountable for facilitating the team’s ability to deliver business results and create a work environment that promotes employee engagement.  This includes helping to provide information, resources, feedback, coaching, and recognition that help employees improve their performance. Team Leads are responsible for assisting in developing necessary process improvements, communications, and effective working relationships that establish accountability and positively impact the team, and stakeholders.  You will ensure “best in class” service for our branch partners, internal and external clients by:

 

• Effectively managing, and coaching others, evaluating risk when reviewing client accounts requesting fund disbursements including but not limited to check requests, check deposits, domestic and international incoming and outgoing wires.
• Performing work that is detailed and communicated in a clear, effective manner.  
• Actively listening, assessing client needs, researching information, and providing clients with innovative solutions.
• Responding to questions on a wide array of technical and operational subjects.
• Problem solving and conducting research/special requests through the use of email, telephone and our internal inquiry system.
• Receiving and effectively resolving escalations to the clients’ satisfaction and take action quickly in a high-risk environment to mitigate risk to the firm.
• Proactively educating specialists, clients and internal partners on our products and services.
• Helping to drive business initiatives and results by developing strong partnerships.
• Demonstrating the ability to help lead others and to be a role model and mentor to your peers.
• Helping to foster teamwork in a diverse work environment.

You demonstrate these behaviors: 

 

• Initiative: Identifying what needs to be done and doing it before being asked to or required by the situation.
• Analytical Thinking: approaching a problem by using a logical, systematic, sequential approach.
• Fostering Teamwork: Provides assistance, information, or support to others, in an effort to build or maintain relationships with them. Actively engage during team turbos and team meetings. Provides contributions to the team by sharing best practices with others and gives honest and constructive feedback to other team members.
• Influencing Others: The ability to gain others’ support for ideas, proposals, projects, and solutions.

Required Qualifications

 

• 3+ years’ experience in brokerage/financial industry, with emphasis on customer service required.
• Bachelor’s degree in finance, economic, or business administration or equivalent work experience. 
• Series 7, 63 required; Series 9 and 10 preferred or required to be obtained under condition of employment

 

Preferred Qualifications

• Proficient technical skills, including knowledge of Microsoft applications.
• Flexible with regard to both schedule and role as both may change with little notice in response to business demand.
• Passion for service and the desire to help and develop people.
• Demonstrated leadership and the ability to be a role model and mentor to your peers.
• Strong interpersonal, verbal, and written communication skills.
• Excellent operational and follow-up skills with the ability to manage complex work.
• Demonstrated ability to be self-directed and quickly develop a full understanding of our business.
• Positive attitude, team oriented, enthusiastic, professional, forward thinker and strong work ethic.
• Ability to listen to and explain complex subjects in simpler terms.
• Intermediate to advance technical skills, with the ability to use 7 or more different applications efficiently, including Windows, internet research, database systems, and email.

In addition to the salary range, this role is also eligible for bonus or incentive opportunities.