Senior Client Service Manager, Personal Choice Retirement Accounts
About The Position
Schwab is an industry-leading provider of retirement and health savings brokerage solutions to employers and their employees through our PCRA (Personal Choice Retirement Account) & HSBA (Health Savings Brokerage Account) solutions, a component of Personal Choice Investment Services (PCIS). The PCIS business model is B2B2C and offered through multiple distribution partnerships that include Third-Party Administrators (TPAs), Health Savings Providers, Independent Record-Keepers (IRKs), Trust Companies, Financial Advisors, and Institutional Retirement Plan providers. PCIS has over 150 partnership relationships, representing over 30,000 employers that offer a Schwab retirement or health savings brokerage solution. PCIS is growing rapidly by helping third parties offer investment platforms that complement their businesses and support greater retirement and health care investment flexibility through PCRA and HSBA. PCIS is hiring a Sr. Client Service Manager to support B2B client-facing service and operational responsibilities. As the primary liaison between Retirement Plan Providers and Schwab, the Sr. Client Service Manager will strengthen existing relationships by delivering exceptional service, taking initiative, and addressing critical client needs. As a Sr. Client Service Manager (individual contributor), you will manage day-to-day client relationships and oversee PCRA/HSBA client needs, including issue resolution, internal coordination, client presentations, and project support. Working closely with clients and business partners across PCIS Service, Operations, and Trading, you will serve as a subject matter expert and take the lead in addressing client matters related to daily file transfers, account management, money movement, account transfers, trading resolution, problem resolution, and service enhancements.
Requirements
- 5+ years of experience, preferably in financial service industry working with brokerage, employer sponsored retirement plans, employee benefits, Third Party Administrators (TPA’s) and/or Recordkeeping services.
- 3+ years of client-facing experience, preferably working with employer sponsored retirement plans.
- Bachelor's degree or equivalent experience.
- Digital proficiency, with the ability to utilize multiple applications at one time, including MS Word and Excel, internet researching, database systems, and email.
- Strong service and client contact skills, along with excellent interpersonal, verbal, and written communication skills.
- Ability to plan/ lead client and internal partner meetings in a professional, consultative, and effective manner.
- Advanced analytical skills with the ability to prioritize complex tasks
- Sense of urgency, excellent operational, organizational and follow-up skills with the ability to manage and process complex work.
- Positive attitude, team orientation, enthusiasm, professionalism, and strong work ethic with high level of integrity and ethics.
Nice To Haves
- Licenses not required
Responsibilities
- Lead service relationships with premier clients.
- Act as the primary contact for clients and internal partners to support the iPCRA Provider Service Team.
- Build strong client relationships, collaborate effectively with internal partners, and lead or delegate client issues through successful resolution.
- Take a holistic approach to each client interaction by understanding related issues and events, collaborating with peers, and delivering a consistent, well-coordinated client experience.
- Manage multiple priorities while maintaining strong productivity to meet project objectives, deadlines and service level standards.
- Serve as a subject matter expert.
- Build deep knowledge of the PCIS product and service suite and clearly explain it to top-tier clients and internal partners.
- Deliver accurate, timely information to support team members, clients, and partners with analysis, research, problem-solving, and complex inquiries.
- Facilitate productive meetings and presentations, both virtually and in-person, with clients, partners, and team members, with required travel of approximately 5-10%.
- Perform duties with confidence, minimal supervision, and sound judgment to enhance client satisfaction while mitigating risk.
- Adhere to all compliance/risk procedures and follow corporate and industry protocols.
Benefits
- bonus or incentive opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
