Retirement Client Service Associate

Charles Schwab; Phoenix (AZ); On-site; USD 54,000 - 65,000; Full time

Benefits offered by this job

401(k) with company match

Paid time off

Sabbatical after 5 years

Parental leave

Tuition reimbursement

Health, dental, and vision insurance

Job summary

Charles Schwab Trust Bank is seeking a Client Service Associate to be a primary contact for a select group of clients, providing exceptional service and solutions while advocating across product lines. This role emphasizes building lasting relationships with Independent Recordkeepers, RIAs, or TPAs and maintaining professional service standards.

You will answer hotline calls, send internal reports, assist with account closings, and collaborate with internal teams to resolve issues.

Qualifications

• Excellent client service and problem resolution skills.
• Client focus and consideration of clients in all activities.
• Clear verbal and written communication with strong prioritization.
• Entrepreneurial spirit and understanding of the business.

Responsibilities

• Answer general client services hotline calls and emails.
• Send internal reports to clients and assist with account closings.
• Research and respond to client inquiries and password/security issues.
• Meet service level standards and collaborate across teams.

Skills

Client service

Problem solving

Communication

Curiosity

Team orientation

Multitasking

Tech proficiency

Tools

Microsoft Office

Internet

Database systems

Email

SalesForce

Excel

Word

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. We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified locations. Applicants must be currently authorized to work in the United States on a full-time basis without employer sponsorship.

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 contact 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 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

What you have

• 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 and SalesForce.

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

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What's in it for you

At Schwab, you're empowered to shape your future. We champion your growth through meaningful work, continuous learning, and a culture of trust and collaboration—so you can build the skills to make a lasting impact. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.

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

• 401(k) with company match and Employee stock purchase plan


• Paid time for vacation, volunteering, and 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