Client Service Associate

Charles Schwab; Austin (TX); Hybrid; USD 45,000 - 60,000; Full time

Job summary

A leading financial services company seeks a Client Service Associate to enhance client relationships and provide exceptional service. The role involves managing client inquiries, ensuring service standards, and collaborating with internal teams. Candidates should possess strong communication skills and a client-focused approach. This position offers a supportive work culture with opportunities for professional growth and a comprehensive benefits package.

Benefits

401(k) with company match

Paid vacation and volunteering days

28-day sabbatical

Paid parental leave

Tuition reimbursement

Health, dental, and vision insurance

Qualifications

• 1-2 years of retirement business experience.
• Experience handling inbound phone calls and speaking with clients.
• Excellent verbal and written communication skills.

Responsibilities

• Answer client service hotline calls and respond to emails.
• Research and respond to client issues and inquiries.
• Manage multiple tasks effectively while maintaining service quality.

Skills

Client Service

Problem Resolution

Communication

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, who 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 for 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 daily. 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:

1. Answer general client services hotline calls, respond to emails.
2. Send internal reports to clients.
3. Assist with the Account Closing process and follow up after plans have left.
4. Research and respond to client issues and inquiries related to password resets, SRC access, and other areas of product knowledge and support.
5. Meet or exceed established service level standards.
6. Manage multiple tasks effectively by balancing high productivity with excellent service quality.
7. Escalate client issues to appropriate internal resources.
8. Present a professional image of Schwab in all communications.
9. Collaborate with internal partners to deliver timely and accurate information in response to inquiries and/or service issues.
10. Assist with phone line coverage for 877-319-2782.
11. Assist with other projects as assigned.
12. Manage client issues by working and communicating effectively with internal resources to identify root causes, resolutions, and alternatives.
13. Provide backup support to other CSM clients when needed.
14. 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:

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.
• Experience with Schwab systems and processes.
• Client-focused approach in all activities.
• Excellent verbal and written communication skills, with the ability to organize and prioritize.
• A curious and entrepreneurial spirit with the ability to develop a comprehensive understanding of our business.
• Great attitude, team orientation, professionalism, and intelligence.
• Ability to work well in a collaborative, team environment.
• Comfortable in a fluid and changing environment.
• Capability to multi-task, actively listen, assess client needs, research information, and provide innovative options.
• Proficiency with applications such as Microsoft Office, internet, database systems, and email.
• Basic knowledge of Excel, Word, and Salesforce.

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

What’s in it for you

At Schwab, we’re committed to empowering our employees’ personal and professional success. Our purpose-driven, supportive culture, and focus on development provide the tools to make a positive impact in the finance industry. Our Hybrid Work and Flexibility approach balances workplace flexibility, client service, and the value of in-person collaboration.

We offer a comprehensive benefits package that supports your well-being today and in the future:

• 401(k) with company match and Employee stock purchase plan
• Paid vacation, volunteering days, and a 28-day sabbatical after every 5 years of service for eligible positions
• Paid parental leave and family-building benefits
• Tuition reimbursement
• Health, dental, and vision insurance