Senior Retirement Plans Client Success Lead

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

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.