Retirement Client Service Associate

Charles Schwab Inc.•Westlake, TX

3d•$23 - $29•Onsite

About The Position

At Charles Schwab Trust Bank, the Client Service Associate (CSA) builds lasting relationships with clients, including Independent Recordkeepers, Registered Investment Advisors, and Third Party Administrators. The CSA supports a designated group of client relationships, ensures service levels are met, serves as a primary client contact, and advocates for clients across business lines and management levels. The role provides service and solutions to retirement-plan clients through intermediary relationships. This position is intended to be performed onsite in the specified locations. Applicants must be authorized to work full time in the United States without employer sponsorship. The role is also eligible for bonus or incentive opportunities in addition to the salary range.

Requirements

Excellent client-service and problem-resolution skills.
Client-focused approach.
Excellent verbal and written communication skills, with the ability to organize and prioritize.
Curious, entrepreneurial spirit and ability to develop a full understanding of the business.
Positive attitude, team orientation, intelligence, and professionalism.
Ability to work effectively in a collaborative team environment.
Comfort with a fluid and changing environment.
Ability to multitask, actively listen, assess client needs, research information, and provide creative options.
Ability to use several applications simultaneously, including Microsoft Office, internet, database systems, and email.
Basic knowledge of Excel, Word, and Salesforce.
Current authorization to work full time in the United States without employer sponsorship.

Responsibilities

Answer general client-services hotline calls and respond to emails.
Send internal reports to clients.
Assist with the account-closing process and follow up after plans have left.
Research and respond to client issues and inquiries involving password resets, SRC access, product knowledge, and support.
Meet or exceed established service-level standards.
Balance multiple tasks while maintaining high productivity and excellent service quality.
Escalate client issues to appropriate internal resources.
Present a professional image of Schwab in all communications.
Collaborate with internal partners to provide timely and accurate responses to inquiries and service issues.
Assist with phone-line coverage for the 877-319-2782 number.
Assist with other projects as assigned.
Work with appropriate internal resources to identify the root cause of client issues and determine resolutions and alternatives.
Provide backup support to other CSM clients when needed.
Support the Dedicated Client Service Team by working cases, especially complex cases.