Charles Schwab Service Quality Specialist in Westlake, Texas

Description:

Westlake - TX, TX2050R, 2050 Roanoke Road, 76262-9616

Monica Michele Cauley

20180329-2146

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 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.

Our Opportunity:

Quality Assurance is designed to build Client Loyalty through a consistent client experience in customer service. The QA group partners with leaders from across Schwab to provide coaching and feedback to representatives on their performance regarding those behaviors that build Client Loyalty. Analysts/Coaches draw upon personal experiences, professional training, and expertise to develop working relationships within the CS&S organization and to improve the client experience.

What you’ll do:

  • Listen to recorded calls, live calls or ghost with representatives to assess performance

  • Daily coaching and feedback on client interactions

  • Partner with Team Managers to continually improve their representatives

  • Ensure consistency in all client interactions through coaching and feedback

  • Evaluate data and present trend analysis to business leaders, based on network or specific local segment needs

What you have:

  • FINRA Series 7 and 63 licenses required. FINRA Series 66 and 9/10 strongly preferred

  • Two or more years’ experience in a people manager and/or quality assurance coaching role in a call center environment preferred

  • Strong knowledge of the securities industry and investment vehicles (e.g. IRAs, brokerage accounts)

  • Self-directed, self-motivated, comfortable being supported virtually and able to work independently on a variety of tasks

  • Excellent time management and organizational skill

  • Exhibited success in creating a “through the client eye’s” experience with a focus on proactive and productive 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 management to include officer levels

Position Location:

This role is located in the following Schwab Contact Center:

  • Westlake : 2050 Roanoke Road, Westlake, TX 76262 at https://goo.gl/maps/aHdz9vRVFAT2

What you’ll get:

  • Everyday Wellness: Healthy Rewards, Onsite Fitness Classes, Healthy Choices, Wellness Champions

  • Financial Fitness: 401k Match, Employee Discounts, Personalized advice, Brokerage discounts

  • Work/Life Balance: Sabbatical, New Mothers returning to work Program, Tuition Reimbursement Programs, Time off to volunteer

  • 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/%22

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.

Job Specifications

Work Schedule:Days

Languages:English - spoken

Current Licenses / Certifications:FINRA Series 63, FINRA Series 7

Relevant Work Experience:Financial Services-2-5 yrs

Position Located In:TX - Westlake

Education:BA/BS

Job Type:Full Time

Category:Customer Service/Client Service

Activation Date: Friday, April 20, 2018

Expiration Date: Sunday, July 1, 2018

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