Client Service Associate

Charles Schwab Inc.; Austin (TX); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player seeks a Client Service Associate to enhance client relationships within the retirement sector. This role emphasizes extraordinary service, problem-solving, and collaboration with internal teams to ensure client satisfaction. As a CSA, you will be the primary contact for clients, addressing inquiries and managing service levels effectively. If you thrive in a dynamic environment and have a passion for client service, this opportunity is perfect for you, offering a chance to make a significant impact in the finance industry.

Qualifications

• 1-2 years of retirement business experience required.
• Excellent client service and problem resolution skills are essential.

Responsibilities

• Provide extraordinary service and solutions to clients.
• Manage client issues and escalate as needed.

Skills

Client Service Skills

Problem Resolution Skills

Communication Skills

Multi-tasking

Client Focus

Microsoft Office

Salesforce

Tools

Microsoft Office

Salesforce

Job description

Your Opportunity

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.

As a Client Service Associate (CSA), within Charles Schwab Trust Bank, you will form lasting relationships with our clients. These clients are either Independent Recordkeepers, Registered Investment Advisors, or Third Party Administrators.

As a CSA, you will provide extraordinary service and solutions to clients while working for a division of Schwab that is leading the industry in servicing retirement plans through intermediary relationships. If you enjoy forming relationships and share a passion in serving clients - this role is for you.

The Client Service Associate (CSA) supports a specific group of client relationships by ensuring all service levels are met every day. They will be one of the clients' primary contacts and will act as their advocate internally across multiple business lines and levels of management.

Key functions of the CSA include but are not limited to:

• Answer general client services hotline calls, respond to emails.
• Responsible for sending internal reports to clients.
• Assist with the Account Closing process and follow-up after plans have left.
• Research and respond to client issues and inquiries related to password resets, SRC access, and various other areas of product knowledge and support.
• Meet or exceed established service level standards.
• Manage multiple tasks effectively by balancing high productivity with excellent service quality.
• Escalate client issues to appropriate internal resources.
• Present a professional image of Schwab in all communications.
• Collaborate with internal partners to deliver timely and accurate information in response to inquiries and/or service issues.
• Assist with phone line coverage for 877-319-2782.
• Assist with other projects as assigned.
• Manage client issues by working and communicating effectively with the appropriate internal resources to identify the root cause, resolution, and alternatives.
• Provide backup support to other CSM clients when needed.
• Continue to support the Dedicated Client Service Team by working on cases, especially complex ones.

What you have

To fulfill our promise of "challenging the status quo," this role requires specific qualifications that successful candidates should possess.

Required Qualifications

• 1-2 years of retirement business experience.
• Experience handling inbound phone calls and speaking with clients.
• Excellent client service and problem resolution skills.
• Working experience with Schwab systems and processes.
• Client focus - considering clients in all we do.
• Excellent communication (verbal and written) skills with the ability to organize and prioritize.
• A curious/entrepreneurial spirit with the ability to develop a full understanding of our business.
• Great attitude, team orientation, intelligence, and professionalism.
• Ability to work well in a collaborative, team environment.
• Comfortable with a fluid/changing environment.
• Capability to multi-task, actively listen, assess client needs, research information, and provide clients with outside-the-box options.
• Ability to utilize several different applications simultaneously, including Microsoft Office, internet, database systems, and email.
• Basic knowledge of Excel, Word, and Salesforce.

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