Job Description

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. We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified locations. Applicants must be currently authorized to work in the United States on a full-time basis without employer sponsorship.

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

• Excellent client service and problem resolution skills.
• 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.

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