Charles Schwab Call Quality Assurance Specialist in Westlake, Texas
Westlake - TX, TX2050R, 2050 Roanoke Road, 76262-9616
Erika Jessica Pullem
We believe that , when done right, investing liberates people to create their own destiny. We are driven by our purpose to champion every client’s goals with passion and integrity. We respect and appreciate the diversity of our employees, our clients, and the communities we serve. We challenge conventions strategically to create value for our clients, our firm and the world. We live and bring to life the concept of ‘own your tomorrow’ every day. We champion our employee strengths, guide their development, and invest in their long-term success. We hire optimistic, results-oriented, curious, innovative, and adaptable people with the desire to help our clients and one another succeed.
As a company, we were established by Chuck at http://www.aboutschwab.com/about/leadership/charles_schwab over 40 years ago to champion Main Street over Wall Street, and to help Americans transform themselves from earners to owners. Through advocacy and innovation, we work to make investing more affordable, accessible and understandable for all. As we enter our fifth decade, we are looking for talented, innovative and driven people who believe they can help themselves, and our clients, create a better future.
To strengthen Investment Advisor Loyalty by promoting Consistent, Consultative, Personalized Client-Service. The QCES Team is responsible for partnering with Advisor Services Leaders & Service Professionals to evaluate recorded calls and coach to improved call behaviors. We work to build Investment Advisor Loyalty by promoting consistent, positive, consultative service for our Investment Advisor clients.
What you’ll do:
Evaluate recorded calls to assess the quality of service delivered to independent Investment Advisor clients.
Partner with & support team & senior leaders to constantly improve the quality of calls at the Service Professional, Service team, Service segment and department levels.
Promote consistency and quality of client interactions through coaching & feedback.
Evaluate data and present trend-reporting to business leaders, based upon call evaluations, coaching sessions, call-calibration sessions and Speech Analytics reporting.
What you have:
FINRA Series 7 and 63 licenses required.
FINRA Series 66 preferred
FINRA 9/10 required for a Sr. Specialist level.
Strong knowledge of the securities industry and investment vehicles (e.g. IRAs, brokerage accounts).
A strong knowledge of Schwab’s Service organization and how we support independent Investment Advisor clients.
Self-directed, self-motivated, comfortable being supported virtually and able to work independently on a variety of tasks.
Excellent time management and organizational skills.
Exhibited success in creating a “through the client eye’s” experience with a focus on productive & consultative conversations.
Excellent analytical abilities as demonstrated by gathering, analyzing, and delivering information in both verbal and written formats.
Solid mentoring background, employee development skills, and understanding of coaching processes and varying adult learning styles.
Strong written and verbal communication skills, including strong presentation skills, demonstrated by comfort in communicating at all levels of leadership.
This position may be filled at a grade level 55 (Specialist) or 56 (Sr Specialist) based on experience.
What you’ll get:
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
Learn more about Life@Schwab at http://www.aboutschwab.com/careers/lifeatschwab/" .
Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law. Schwab also does not discriminate against applicants or employees because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. At Schwab, we believe that every employee, through their diverse abilities and experiences, can contribute to our growth, innovation and client loyalty. We embrace diversity and are committed to providing equal opportunity to all employees and applicants. If you have a disability, and require reasonable accommodations in the application process, call Human Resources at 800-725-3535. We will be happy to assist you. Schwab will only share your accommodation request with those individuals who have a specific need to know. The request for an accommodation will not affect Schwab's hiring decisions. All other submissions should be performed online.
Relocation Offered?: No
Work Schedule: Days
Languages: English - spoken
Current Licenses / Certifications: FINRA Series 63, FINRA Series 7
Relevant Work Experience: Retirement Services-2-5 yrs, Customer Service-less than 2 yrs, Training-2-5 yrs, Brokerage Operations-2-5 yrs, Banking-2-5 yrs, Education/Training-less than 2 yrs, Communications-2-5 yrs, Customer Service-2-5 yrs, Accounting and Finance-2-5 yrs, Financial Services-2-5 yrs, Risk Analysis, Retirement Services-less than 2yrs, Training-less than 2 yrs, Banking-less than 2 yrs, Brokerage Operations-less than 2yrs, Banking-6+ yrs, Brokerage Operations-6+ yrs, Financial Services-6+ yrs, Education/Training-2-5 yrs, Customer Service-6+ yrs, Communications-less than 2 yrs, Financial Services-less than 2 yrs, Accounting and Finance-6+ yrs, Communications-6+ yrs, Accounting and Finance-less than 2 yrs
Position Located In: TX - Westlake
Job Type: Full Time
Category:Brokerage Operations & Trading
Activation Date: Tuesday, June 12, 2018
Expiration Date: Saturday, July 14, 2018