Client Service Manager

Charles Schwab Corporation; Phoenix (AZ); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

401(k) with company match and Employee

Employee stock purchase plan

Paid vacation/volunteer time

Sabbatical after 5 years

Parental leave and family benefits

Tuition reimbursement

Health, dental, and vision insurance

Job summary

Charles Schwab Corporation is seeking a Client Service Manager (CSM) within Schwab Trust Bank to nurture premier client relationships and advocate across multiple internal lines. You will be the primary contact for independent recordkeepers and third-party administrators, presenting Schwab professionally and driving service enhancements.

The role emphasizes proactive client education, collaboration, and issue resolution to meet and exceed service levels.

Qualifications

• 1+ year of experience with qualified retirement plans or employee benefit plans providing trust/custody or recordkeeping services
• Experience with ERISA and regulatory environment governing retirement accounts
• Bachelor’s degree in finance, economics, business administration, or related area

Responsibilities

• Act as primary contact for assigned premier level independent recordkeepers and third-party administrator relationships and associated complex trust and custody accounts
• Present a professional image of Schwab in all communications
• Introduce new products and services and recommend service enhancements
• Proactively consult and educate clients through knowledge sharing and efficiency training to promote client retention and growth
• Collaborate with internal partners in delivery of timely and accurate information in response to inquiries and/or service issues
• Meet or exceed established service level standards
• Manage multiple tasks effectively with high productivity and excellent service quality
• Provide ongoing, proactive communication on projects, deliverables, issue resolution, and other substantive items
• Escalate client issues to appropriate internal resources
• Identify root causes and determine resolution and alternatives

Skills

Excellent client service

Excellent communication

MS Office

SalesForce

Trust accounting systems (SEI)

Education

Bachelor's degree in finance/economics/business

Tools

SalesForce

SEI trust accounting

MS Office

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 Manager (CSM), within Charles Schwab Trust Bank, you will form lasting relationships with premier-level clients. These clients are either Independent Recordkeepers, Registered Investment Advisors, or Third-Party Administrators. As a CSM, 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 Manager (CSM) supports a specific group of premier client relationships by ensuring all service levels are met every day. They will be the clients’ primary contact and will act as their advocate internally across multiple business lines and levels of management.

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

• Act as primary contact for assigned premier level independent recordkeepers and third-party administrator relationships and associated complex trust and custody accounts.
• Responsible for presenting a professional image of Schwab in all communications.
• Introduce new products and services as well as recommend service enhancements
• Proactively consult and educate clients through knowledge sharing and efficiency training with the objective of promoting client retention and growth
• Collaborate with internal partners in delivery of timely and accurate information in response to inquiries and/or service issues
• Meet or exceed established service level standards.
• Manage multiple tasks effectively by balancing high productivity with excellent service quality
• Manage client expectations by providing ongoing, proactive communication on projects, deliverables, issue resolution, and other substantive items
• Escalate client issues to appropriate internal resources
• Manage client issues by working and communicating effectively with the appropriate internal resources to identify the root cause, resolution, and alternatives

What you have

Required Qualifications

• 1+ years of experience with qualified retirement plans within the financial industry required or experience with employee benefit plans providing trust/custody or recordkeeping services

Preferred Qualifications

• Understanding of rules governing qualified retirement plans
• Working knowledge of ERISA and regulatory environment governing retirement accounts
• Excellent client service and problem resolution skills.
• Excellent communication (verbal and written) skills with ability to organize, prioritize, and work with minimal supervision.
• Ability to handle complex work, be self-directed, and quickly develop a full understanding of our business
• Positive attitude, team orientation, enthusiasm, professionalism, and strong work ethic with high level of integrity and ethics
• Ability to plan and lead client meetings in a professional, consultative, and effective manner
• Capable of working well with diverse groups and individuals and willingness to assist where needed
• Ability to multi-task, actively listen, assess client needs, research information, and provide clients with "outside of the box" solutions
• Ability to use several different applications at one time, including Windows, internet research, database systems, and email
• Proficiency with MS Office technology (Word, Excel, PowerPoint)
• Experience with SalesForce and trust accounting systems, such as SEI is a plus
• Bachelor’s degree in finance, economics, business administration, or related area

What’s in it for you

At Schwab, we’re committed to empowering our employees’ personal and professional success.

Our flexible work options, supportive culture, and focus on your development means you’ll get

the tools you need to make a positive difference in the finance industry.

We offer a competitive benefits package that takes care of the whole you - both today and in

the future:

• Base salary + annual bonus
• 401(k) with company match and Employee stock purchase plan
• Paid time for vacation, volunteering, and a 4-week sabbatical after 5 years of service
• Paid parental leave and family building benefits
• Tuition reimbursement
• Health, dental, and vision insurance