Senior Client Service Administrator - Stock Plan Services

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.

At Charles Schwab, our purpose is to champion every client’s goals with passion and integrity. Schwab Stock Plan Services (SPS) provides a variety of solutions to large, publicly traded companies. The Senior Client Service Administrator role is responsible for creating and implementing a world class client experience for our Equity Compensation corporate clients. You will work with the Client Service Managers, to oversee the relationship’s daily processing and lead client events. You will also assist the Team Service Managers with operational tasks and responsibilities.

Responsibilities include, but are not limited to:

• Act as an Operation Subject Matter Expert on for corporate clients: 

  • Provide operational knowledge resources for high value clients 

• Research transaction inquiries, general product information, and data feeds  

• Partner with other SPS teams, such as Conversion, Client Services, Technology, etc., to provide a seamless world class experience for our corporate clients and their employees.  

• Process escalated emails and phone calls from Internal/External clients  

• Have consultative conversations with corporate clients and internal service teams to provide best practices, and improve service experience  

• Assist during high profile events to ensure proper execution and timely delivery of required tasks. 

• Act as thought partner to our top tier clients to resolve plan issues and implement processes to support our client’s operation needs. 

• Act as mentor during onboarding process for new client service administrators 

• Provide back-up support for Client Service Administrators as needed 

• Communicate with senior leaders within Stock Plan Services as needed

• Act as an ambassador of Schwab’s vision and culture 

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

• High school diploma and 2+ years of customer service experience.
• Ability to serve as a point of contact and back-up manager when necessary  
• Strong organizational skills with ability to work on multiple assignments and complete them within established deadlines. 
• A commitment to delivering an exceptional client experience. 
• Comfortable in making decisions and knowing when to include manager. 
• A commitment to delivering a quality work product, following prescribed procedures, and handling escalated issues when appropriate. 
• Strong computer skills with the ability to learn and work on multiple platforms simultaneously. 
• Software skills include proficiency in Excel, Word, and PowerPoint. 
• Ability to plan and communicate with internal partners to ensure appropriate implementation and support for all client projects. 
• The ability to work a flexible schedule including the ability to support multiple time zone clients and to work overtime with little to no notice. 

Preferred Qualifications

• A bachelor's degree or equivalent work experience.
• 4+ years of customer service experience working with corporate clients, benefits, and/or within a brokerage environment.
• Experience with equity compensation.
• Demonstrated experience in working in a B2B model.