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.

Applicants must currently be authorized to work for any employer in the United States, now and in the future, on a full-time basis without employer sponsorship.

We believe in the importance of in-office collaboration and fully intend for the selected candidate to work on site 4 days per week in one of the specified locations.

Personal Choice Investment Services (PCIS) provides in-plan brokerage and custody solutions that give retirement plan participants and advisors greater investment choice and flexibility. PCIS supports approximately 1 million participant accounts and $200 billion in assets across PCRA, HSBA, CRA, and broker-dealer pooled investment accounts. The business partners with plan sponsors, recordkeepers, third-party administrators, advisors, trustees, and participants across a broad and growing distribution network.

As a PCIS Participant Services Specialist, you will deliver knowledgeable, accurate, and efficient service across the PCIS product suite. You will directly support plan participants, trustees, third-party administrators, and advisors through inbound and outbound phone calls, email, and chat. The role is responsible for client-service and trading inquiries, complex transactions, issue resolution, and coordination with Provider Services, Advisor Services, Operations, and other business partners.

This Specialist will provide guidance on self-directed brokerage accounts within employer-sponsored retirement plans and health savings accounts, including account access, trading and investment-related processes, transfers, disbursements, forms, digital tools, and transaction status. You will tailor information to the needs and authority of each contact, maintain knowledge across multiple business divisions, and perform selected analytical and project work, including credit-risk support, quality assurance, system cleanup, and call-out campaigns.

The ideal candidate combines strong client-service and operational judgment with knowledge of brokerage, retirement plans, trading, trust, clearing, and PCIS processes. You will consistently meet performance and quality expectations, manage multiple assignments, adapt to changing priorities, and assist other areas of PCIS based on business need while following plan provisions, regulatory requirements, firm policies, and established controls.

What you are good at

• Provide timely, knowledgeable, and accurate service in a high-volume inbound phone queue, maintaining availability and effectively managing the client experience.
• Deliver world-class service through phone, email, and chat while establishing and cultivating productive client relationships.
• Accurately identify client needs, provide clear and complete information, and assist with inquiries through timely problem resolution.
• Process service inquiries and equity, exchange-traded fund (ETF), option, and mutual fund transactions within the scope of the role and in accordance with applicable trading policies and procedures.
• Contact participants, advisors, and trustees by phone or email to resolve back-office issues and coordinate with Provider Services, Advisor Services, Operations, and other partners as needed.
• Create, process, document, and manage applicable cases through established workflows and systems.
• Mitigate risk by following authentication, privacy, trading, documentation, retention, disclosure, approval, escalation, complaint-handling, and recordkeeping requirements.
• Recognize potential risk, fraud, security, quality, or process concerns and escalate appropriately to management.
• Complete system-cleanup projects, call-out campaigns, quality-assurance activities, credit-risk support, and other analytical or project assignments.
• Use sound judgment and a sense of urgency when handling complex transactions, service issues, and escalations.
• Maintain proficiency across applicable retail, clearing, trust, Workplace Services, and PCIS processes and systems.
• Manage multiple assignments simultaneously and shift priorities or assist other PCIS teams as business needs change.
• Identify opportunities to improve processes or procedures and recommend changes that enhance client experience, organizational effectiveness, and efficiency.
• Collaborate effectively across teams and locations, participate in team meetings and huddles, and contribute to an inclusive and accountable work environment.
• Adhere to all company policies and procedures, including compliance, risk, privacy, information-security, business-continuity, and recordkeeping requirements.
• Complete additional responsibilities, projects, and assignments based on business need.

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:

• Active Series 7 and Series 63 or 66 licenses; NOTE licenses may be obtained as a condition of employment within six months.
• Outstanding communication, listening, and analytical skills.
• A strong sense of urgency and commitment to providing the highest level of service to Schwab clients.
• Ability to recognize client needs quickly and respond in a courteous and professional manner.
• Ability to accurately determine client needs and achieve problem resolution.
• Ability to recognize opportunities for improvement and recommend changes to processes or procedures that enhance personal and organizational effectiveness and efficiency.
• Professional judgment, emotional intelligence, resilience, and the ability to remain composed in complex or changing situations.
• Strong technical aptitude with the ability to quickly learn and understand systems used throughout the company.
• Proficient typing skills and proficiency using computer systems.
• Ability to perform effectively in an ever-changing environment, manage competing priorities, and maintain quality and accuracy.
• Demonstrated ability to work collaboratively across multiple teams and locations.

Preferred Qualifications: 

• Six months of client-service experience.
• Three to six months of trading experience.
• Knowledge of the securities industry.

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

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