Senior Client Service Manager, Personal Choice Retirement Accounts

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.

Schwab is an industry leading provider of retirement and health savings brokerage solutions to employers and their employees through our PCRA (Personal Choice Retirement Account) & HSBA (Health Savings Brokerage Account) solutions, a component of Personal Choice Investment Services (PCIS). The PCIS business model is B2B2C and offered through multiple distribution partnerships that include Third-Party Administrators (TPAs), Health Savings Providers, Independent Record-Keepers (IRKs), Trust Companies, Financial Advisors, and Institutional Retirement Plan providers. PCIS has over 150 partnership relationships, representing over 30,000 employers that offer a Schwab retirement or health savings brokerage solution.

PCIS is growing rapidly by helping third parties access an investment platform designed to complement their business and the mission for PCIS is for every employee, or their financial advisor, to have access to increased retirement and healthcare investment flexibility through PCRA and HSBA.

As a Sr. Client Service Manager (individual contributor) in PCIS, you will deliver a wide range of service and support while interfacing with external and internal clients and business partners including Service, Operations, Product, Client Experience, and Trading. As a Subject Matter Expert, you will be empowered to take the lead and resolve client concerns related to established data integrations, large account management, asset transfers and key account escalations. You will show a propensity for identifying solution-based service enhancements and opportunities to deepen existing B2B relationships through service excellence, purposeful execution and ownership of important client needs.

Responsibilities for the Sr. Client Service Manager include, but not limited to:

• Collaborate with partners in delivery of timely and accurate information in response to service and/or operational functions.
• Acquire Subject Matter Expertise and lead Service Relationships with Premier Clients, operating as the primary contact for important partnerships; work directly with clients and internal partners to resolve escalations or concerns.
• Manage multiple tasks effectively by balancing high productivity with excellent service quality while meeting or exceeding established service level standards.
• Provide virtual or in person overviews of product solutions to existing or prospective employers, in coordination with business development or product resources.
• Identify and participate in enhancement projects to improve and enhance the client experience.
• Perform duties with confidence, minimal supervision, and sound judgment to enhance client satisfaction while mitigating risk. 
• Assisting the Provider Service Team in regular service and operation functions for B2B clients.
• Adhere to all compliance/risk procedures and follow corporate and industry protocols.

What you have

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

Required Qualifications:

• 4 years of experience, preferably in financial service industry working with brokerage, retirement plans, employee benefits, Third Party Administrators (TPA’s) and/or Recordkeeping services.
• 2 years of client service experience within the retirement and/or brokerage industry.
• Strong service and client contact skills, along with excellent interpersonal, verbal, and written communication skills. 
• Ability to plan/ lead client and internal partner meetings in a professional, consultative, and effective manner.
• Advanced analytical skills with the ability to prioritize complex tasks
• Sense of urgency, excellent operational, organizational and follow-up skills with the ability to manage and process complex work. 
• Positive attitude, team orientation, enthusiasm, professionalism, and strong work ethic with high level of integrity and ethics
• Digital proficiency, with the ability to utilize multiple applications at one time, including MS Word and Excel, internet researching, database systems, and email.
• Bachelor's degree or equivalent experience.
• Ability to travel 5-10% per year.

Licenses not required.