Tag: Client

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Organization Objective/Purpose:

optionsXpress is a leading online options and futures brokerage and is now a subsidiary of The Charles Schwab Corporation.  optionsXpress believes options and futures trading tools should be powerful and easy-to-use.  The team at optionsXpress studies traders and trading, developing many innovations over the years for customers, including the All-in-One Trader Ticket that coaches traders through orders.  Dedicated to delivering powerful, easy-to-use trading tools and technology every day, optionsXpress is proud of its success at providing a great trading experience to individual investors. Now, as part of The Charles Schwab Corporation, optionsXpress is proud to offer access to financial advice and additional brokerage services through Charles Schwab & Co., Inc. as well as banking services through Schwab Bank.

Brief Description of Role:
A Client Services Representative at optionsXpress will:

• Complete the optionsXpress five-week service training program to become knowledgeable of optionsXpress’ investment products and services.
• Demonstrate energy, empathy, and problem solving skills while delivering unparalleled value and outstanding service to clients via the phone or in live help, taking approximately 50 to 70 inbound calls per day or 60-100 chat sessions per day.
• Actively navigate between 5 or more open computer programs at any one given time, on dual monitors, while speaking with clients on the phone or in live help.  Programs regularly used include: internet applications, Salesforce, Live Person, client account information, Microsoft Excel, Microsoft Outlook, etc.
• Assist optionsXpress clients to navigate products and services, and respond to client inquiries including account servicing, technical support, cost basis information, and product knowledge support.
• Assist optionsXpress clients over email through MS Outlook or Salesforce.

CSRs work in a fast-paced environment with a structured schedule, on small, highly collaborative teams of 4-5 professionals with a supportive manager who is focused on development and coaching.  While this role is an unlicensed position, CSRs have the opportunity to self-study for their Series 7 and 63 broker licenses, if desired and with management support.  Licensed Brokers place trades, discuss market conditions, and provide education and guidance regarding financial products and services. 
Because clients may contact Client Services at any time of day, representatives work a variety of shifts, which may include market (M-F daytime) hours, early mornings and into early evenings, and/or weekends.
This position is located in El Paso, Texas.

Skills and Qualifications:

• At least 1 year work experience in brokerage services, banking, operations, client support, call center, hospitality, or retail
• Passion for service and finance with strong client-focus and the ability to provide a superior level of service
• Excellent analytical skills with a superior level of attention to detail in order to adhere to policies, procedures and guidelines
• Positive attitude, enthusiasm, professionalism and strong work ethic with high level of integrity and ethics
• Collaborative and relational work style with proven success in a team environment
• Excellent communication and interpersonal skills, especially the ability to listen and to explain complicated subjects
• Intermediate technical skills, with the ability to utilize at least 5 different applications at one time, including Windows, internet researching, database systems, and email
• Basic math skills including addition, subtraction, multiplication and division, along with intermediate data entry/typing skills
• The ability to multi-task, including speaking with customers over the phone, assessing their needs, researching information on the computer, and typing information, all at one time
• Ability to work a flexible shift, which may include early morning hours, late night hours, or weekend hours
• Ability to work in a structured schedule, taking approximately 50 to 70 client calls or 60-100 chat sessions per day during specified hours as pre-determined by business need.
• Two years or more college study in finance, economics, business administration, or related area; degree is preferred

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