Client Service Associate
Your Opportunity
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.
As a Client Service Associate (CSA), within Charles Schwab Trust Bank, you will form lasting relationships with our clients. These clients are either Independent Recordkeepers, Registered Investment Advisors, or Third Party Administrators.
As a CSA, 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 Client Service Associate (CSA) supports a specific group of client relationships by ensuring all service levels are met every day. They will be one of the clients primary contact and will act as their advocate internally across multiple business lines and levels of management.
Key functions of the CSA include but are not limited to:
- Answer general client services hotline calls, respond to emails.
- Responsible for sending internal reports to clients
- Assist with the Account Closing process and following up after plans have left
- Research and respond to client issues and inquiries related to password resets, SRC access, and various other areas of product knowledge and support
- Meet or exceed established service level standards.
- Manage multiple tasks effectively by balancing high productivity with excellent service quality
- Escalate client issues to appropriate internal resources
- Responsible for presenting a professional image of Schwab in all communications.
- Collaborate with internal partners in delivery of timely and accurate information in response to inquiries and/or service issues
- Assist phone line coverage for 877-319-2782 number
- Assist with other projects as assigned
- Manage client issues by working and communicating effectively with the appropriate internal resources to identify the root cause, resolution, and alternatives
- Provide back-up support to other CSM clients, when needed.
- Continue to provide support for the Dedicated Client Service Team by working cases, especially those that are complex.
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
- 1-2 years of retirement business experience
- Experience handling inbound phone calls and speaking with clients
- Excellent client service and problem resolution skills.
- Working experience with Schwab systms and processes
- Client focus- Consider clients in all we do.
- Excellent communication (verbal and written) skills with ability to organize and prioritize
- A curious/entrepreneurial spirit with the ability to develop a full understanding of our business
- Great attitude, team orientation, intelligence and professionalism
- Ability to work well in a collaborative, team environment
- Comfortable with a fluid/changing environment
- Capability to multi-task, actively listen, assess client needs, research information, and provide clients with outside of the box” options
- Ability to utilize several different applications simultaneously, including Microsoft Office, internet, database systems, and email
- Basic knowledge of Excel, Word and SalesForce.
In addition to the salary range, this role is also eligible for bonus or incentive opportunities
What’s in it for you
At Schwab, we’re committed to empowering our employees’ personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you’ll get the tools you need to make a positive difference in the finance industry. 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
What you are good at
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
- 1-2 years of retirement business experience
- Experience handling inbound phone calls and speaking with clients
- Excellent client service and problem resolution skills.
- Working experience with Schwab systms and processes
- Client focus- Consider clients in all we do.
- Excellent communication (verbal and written) skills with ability to organize and prioritize
- A curious/entrepreneurial spirit with the ability to develop a full understanding of our business
- Great attitude, team orientation, intelligence and professionalism
- Ability to work well in a collaborative, team environment
- Comfortable with a fluid/changing environment
- Capability to multi-task, actively listen, assess client needs, research information, and provide clients with outside of the box” options
- Ability to utilize several different applications simultaneously, including Microsoft Office, internet, database systems, and email
- Basic knowledge of Excel, Word and SalesForce.
In addition to the salary range, this role is also eligible for bonus or incentive opportunities
Why Schwab?
At Schwab, “Own Your Tomorrow” embodies everything we do! We are committed to helping our employees unleash their potential and achieve their dreams. Our employees get to play a central role in disrupting a multi-trillion-dollar industry, creating a better, more modern way to build and manage wealth. We’re a modern financial services firm that stands apart from the industry, where you can go as far as your ambition takes you.
Hear from employees: What’s it like to work at Schwab!
The benefits of working at Schwab : a package designed to empower your health, wealth, career and life. Schwab is committed to building a diverse and inclusive workplace where everyone feels valued.
As an equal employment opportunity employer, our policy is to provide equal employment opportunities to all employees and applicants without regard to any status that is protected by law. (Please click here to see policy.)
Schwab is also an affirmative action employer, focused on advancing women, minorities, veterans, and individuals with disabilities in the workplace. We believe diversity and inclusion are part of our success as a company and our purpose of serving every client with passion and integrity.