Retirement Client Experience Specialist

Charles Schwab; Westlake (TX); On-site; USD 52,000 - 66,000; Full time

Benefits offered by this job

401(k) with company match and Employee

Stock purchase plan

Paid vacation, volunteering, and 28‑s”

Paid parental leave and family‑buildin

Tuition reimbursement

Health, dental, and vision insurance

Job summary

Charles Schwab Trust Bank is seeking a Client Service Associate to deliver exceptional service to retirement plans clients, including independent recordkeepers, RIAs, and third-party administrators. The role focuses on hotline support, report delivery, account closing assistance, and issue resolution on site in Texas.

You will collaborate with internal partners, manage multiple tasks, and uphold Schwab's professional image.

Qualifications

• Excellent client service and problem resolution skills.
• Client focus—consider clients in all we do.
• Excellent communication (verbal and written) skills with 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 of the box options.
• Ability to utilize several different applications simultaneously, including Microsoft Office, internet, database systems, and email.
• Basic knowledge of Excel, Word andSalesForce.

Responsibilities

• Answer general client services hotline calls, respond to emails.
• Responsible for sending internal reports to clients
• Assist with the Account Closing process and following 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
• Responsible for presenting a professional image of Schwab in all communications.
• Collaborate with internal partners in delivery of timely and accurate information in response to inquiries and/or service issues
• Assist phone line coverage for 877-319-2782 number
• 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 back-up support to other CSM clients, when needed.
• Continue to provide support for the Dedicated Client Service Team by working cases, especially those that are complex

Skills

Excellent client service

Verbal and written communication

Client focus

Team collaboration

Multi-tasking

Problem solving

Adaptability in changing environment

Microsoft Office

Internet and email usage

Databases knowledge

Salesforce

Tools

Microsoft Office

Internet

Database systems

Email

SalesForce

Job description

Charles Schwab Trust Bank is seeking a Client Service Associate to deliver exceptional service to retirement plans clients, including independent recordkeepers, RIAs, and third-party administrators. The role focuses on hotline support, report delivery, account closing assistance, and issue resolution on site in Texas.

You will collaborate with internal partners, manage multiple tasks, and uphold Schwab's professional image.