Retirement Services Specialist
About The Position
Charles Schwab’s CS&S T2 Hotline Support Team – Retirement Services is responsible for providing expertise on complex products and services for retail IRA accounts (Traditional, Roth, Inherited IRA, Education Savings Account) and small business retirement plans (SEP, SIMPLE, QRP/QKEA, Individual 401K). As an elite team of experts, we are committed to delivering efficient solutions that maximize trust while minimizing risk by owning every client interaction through clients’ eyes. As a Retirement Services Specialist, you will promote client loyalty by providing the highest quality support to our internal and external customers via inbound phone calls relating to IRA and Small Business accounts. Additionally, you will efficiently and accurately process client requests such as distributions, Roth conversions, and changes to tax withholding elections.
Requirements
- Strong computer skills, including knowledge of Windows (XP), internet searching, email (Outlook), and Microsoft Teams.
- Passion for service with strong client-focus and the desire to help people.
- Strong communication and relating skills with the ability to navigate and explain complex subjects such as IRS rules and regulations to clients.
- Positive attitude, enthusiasm, professionalism, adaptable mindset, and strong work ethic with high level of integrity and ethics.
- Organizational, time management, prioritization, and analytical skills.
- Desire to be crossed trained in the various Retirement Services functions.
- The ability and desire to work cooperatively with team members.
- Ability to set challenging goals and focus on achieving or exceeding them.
- Demonstrated desire to lead as well as challenge yourself to learn and grow in Retirement Services.
- 2 years of customer service experience.
Nice To Haves
- Bachelor’s degree or equivalent work experience preferred.
- Proactively educating clients and internal partners on our products and services.
- Strong interpersonal, verbal, and written communication skills.
- Positive attitude, team oriented, enthusiastic, professional, forward thinker and strong work ethic.
- Experience in financial services and/or education in finance or a related industry.
Responsibilities
- Provide "best in class" service by having a passion for client service, positive energy, and problem-solving skills to connect with our clients and colleagues via inbound and outbound calls.
- Assist our internal and external clients with questions regarding Schwab account transactions, account update requests, and client correspondence.
- Actively listen, assess client needs, research information, and provide clients with innovative solutions related to their retirement accounts.
- Proactively educate clients and internal partners on our products and services.
- Help clients navigate Schwab’s electronic channels, including online tools and services.
- Interact and collaborate with leaders and team members to attain individual, team, and department objectives.
- Manage multiple tasks effectively and balance high productivity with excellent service quality.
- Cross train to obtain additional skills as business needs arise.
Benefits
- In addition to the salary range, this role is also eligible for bonus or incentive opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
