Licensed Team Lead, Operations Control

Your opportunity

At Schwab, you're empowered to make an impact on your career. Here, innovative thoughts meet creative problem solving, helping us "challenge the status quo" and transform the finance industry together. 

We believe in the importance pf in-office collaboration and fully intend for the selected candidates for this role to work on site in the specified 

Our ideal candidate will have a strong background in data science, statistical analysis, and reporting. You will be responsible for developing analytical solutions, building predictive models, and creating reports to help manage resource capacity for large-scale technology organizations.

The Customer Verification and Research Center (CVRC) within Operational Services is responsible for performing and executing the firms Customer Identification Program (CIP).  We provide service to both retail investors and independent advisors. 

What you'll do

The CVRC Hotline Team Lead position requires an effective leader who can help to motivate, inspire and develop a diverse team responsible for performing and executing on our Organization’s purpose and mission. Team leads are accountable for facilitating the team’s ability to deliver business results and creating a work environment that promotes employee engagement.  This includes helping to provide the 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 verification of client's identity, risk-based investigative searches, fraud detection and ID theft prevention.
• 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 act 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.
• Identifies and recommends solutions to both basic and complex issues impacting Risk and/or Controls, handling escalated calls when warranted and resolving client issues by taking appropriate action quickly in a high-risk environment.

What you have

Required Qualifications

• 3+ years’ experience in brokerage/financial industry, with emphasis on customer service required.
• Bachelor’s degree or equivalent work experience. 
• Series 7, 63, 9, & 10 or Condition of Employment required. Series 24 and 4 is also acceptable in place of the 9 and 10.
• Proficient technical skills, including knowledge of Microsoft applications.
• Flexible regarding 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.
• Strong interpersonal, verbal, and written communication skills.
• Excellent operational and follow-up skills with the ability to manage complex work. Demonstrate the 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 and to explain complex subjects in simpler terms.
• Intermediate to advance technical skills, with the ability to use multiple applications efficiently, including Windows, internet research, database systems, and email.
• Excellent operational and follow-up skills with the ability to manage complex work are self- directed, and quickly develop a full understanding of our business.
• Advanced level of knowledge regarding regulatory, audit and compliance policies regarding the securities industry is needed.