Client Service Manager Personal Choice Investment Services

Client Service Manager (Specialist)

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

Applicants must currently be authorized to work for any employer in the United States, now and in the future, on a full-time basis without employer sponsorship.

We believe in the importance of in-office collaboration and fully intend for the selected candidate to work on site 4 days per week in one of the specified locations.

Schwab is an industry leading provider of retirement and health savings brokerage solutions to employers and their employees through our Personal Choice Retirement Account (PCRA) and Health Savings Brokerage Account (HSBA) solutions, a component of Personal Choice Investment Services (PCIS). The PCIS business model is a business-to-business-to-consumer (B2B2C) model and offered through multiple distribution partnerships that include Third-Party Administrators (TPAs), Health Savings Providers, Independent Record-Keepers (IRKs), Trust Companies, Financial Advisors, and Institutional Retirement Plan providers. PCIS has over 150 partnership relationships, representing over 30,000 employers that offer a Schwab retirement or health savings brokerage solution.

PCIS is growing rapidly by helping third parties access an investment platform designed to complement their business and the mission for PCIS is for every employee, or their financial advisor, to have access to increased retirement and healthcare investment flexibility through PCRA and HSBA.

As a Client Service Manager (Specialist) in PCIS, you will deliver a wide range of service and support while interfacing with external and internal clients and business partners including Service, Operations, Product, Client Experience, and Trading. You will analyze and respond to client issues related to account management, problem resolution, money transfers, account transfers, trading resolution and/or solution-based service enhancements.

Responsibilities will include, but not be limited to:

• Collaborate with internal partners in delivery of timely and accurate information in response to service and/or operational functions.
• Acquire PCRA product and service knowledge, operating as contact for important partnerships and work directly with clients and internal partners to respond to client inquires or concerns.
• Manage multiple tasks effectively by balancing high productivity with excellent service quality while meeting or exceeding established service level standards.
• Analyze, research, and resolve client cases in a timely manner by working with your manager and communicating with the appropriate internal resources.
• Participate in on-going projects to improve processes and enhance the client experience.
• Perform duties with minimal supervision, and sound judgment to enhance client satisfaction while mitigating risk.
• Assist the Provider Service Team in regular service and operation functions for B2B clients.
• Adhere to all compliance and risk procedures and follow corporate and industry protocols.

What You Have

To ensure that we fulfill our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.

Required Qualifications:

• 2+ years of experience, preferably in financial service industry working with brokerage, retirement plans, employee benefits, Third Party Administrators (TPA's) and/or Recordkeeping services.
• 2+ years of Client Service experience within the retirement and/or brokerage industry.
• Strong service and client contact skills, along with excellent interpersonal, verbal, and written communication skills.
• Ability to communicate with external and internal clients in a professional, consultative, and effective manner.
• Advanced analytical skills with the ability to prioritize complex tasks.
• Sense of urgency, excellent operational, organizational and follow-up skills with the ability to manage and process complex work.
• Positive attitude, team orientation, enthusiasm, professionalism, and strong work ethic with high level of integrity and ethics.
• Digital proficiency, with the ability to utilize multiple applications at one time, including MS Word and Excel, internet researching, database systems, and email.
• Bachelor's degree or equivalent experience.

Licenses not required.

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