Senior Client Service Manager

Charles Schwab; Phoenix (AZ); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

401(k) match with company contribution

Employee stock purchase plan

Sabbatical after 5 years of service

Parental leave and family building

Tuition reimbursement

Health, dental, and vision insurance

Job summary

Charles Schwab Trust Bank seeks a Senior Client Service Manager to build strong relationships with Independent Recordkeepers, Registered Investment Advisors, and Third Party Administrators. You will serve as the primary client contact, advocate internally, and drive service excellence across multiple lines of business.

You will introduce new products, educate clients, and collaborate with internal partners to deliver timely information and resolve issues while maintaining high service levels.

Qualifications

• 2+ years of experience with qualified retirement plans within the financial industry or experience with employee benefit plans providing trust/custody or recordkeeping services.
• 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 plan and lead client meetings in a professional, consultative and effective manner.
• 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.

Responsibilities

• Act as primary contact for assigned 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.
• Provide training and guidance to other Client Service Managers and Client Service Associates on the team.

Skills

Client service

Regulatory knowledge

ERISA familiarity

Communication

Organization

Education

Bachelor’s degree in finance, economics, business administration, or related area

Tools

Salesforce

Trust accounting systems (SEI)

MS Office (Word, Excel, PowerPoint)

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 location.

As a Senior Client Service Manager (Sr. CSM), within Charles Schwab Trust Bank, you will form lasting relationships with clients. These clients are either Independent Recordkeepers, Registered Investment Advisors, or Third Party Administrators. As a Sr. 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 Sr. Client Service Manager (Sr. CSM) supports a specific group of 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 Sr. CSM include but are not limited to:

• Act as primary contact for assigned 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
• Provide training and guidance to other Client Service Managers and Client Service Associates on the team

What you have

To ensure that we have fulfilled our promise of 'challenging the status quo,' this role has specific qualifications that successful candidates should have.

Required Qualifications

• 2+ 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
• ASPPA designation learning path (QKS, QKA, etc.)
• 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

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

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