Client Service Manager

About the role

The Client Service Manager (CSM) supports a specific group of premier client relationships by ensuring all service levels are met every day. They will be the clients' primary contact and will act as their advocate internally across multiple business lines and levels of management.

Responsibilities

• Act as primary contact for assigned premier level independent recordkeepers and third-party administrator relationships and associated complex trust and custody accounts.
• Responsible for presenting a professional image of Schwab in all communications.
• Introduce new products and services as well as recommend service enhancements.
• Proactively consult and educate clients through knowledge sharing and efficiency training with the objective of promoting client retention and growth.
• Collaborate with internal partners in delivery of timely and accurate information in response to inquiries and/or service issues.
• Maintain and meet or exceed established service level standards.
• Manage multiple tasks effectively by balancing high productivity with excellent service quality.
• Manage client expectations by providing ongoing, proactive communication on projects, deliverables, issue resolution, and other substantive items.
• Escalate client issues to appropriate internal resources.
• Manage client issues by working and communicating effectively with the appropriate internal resources to identify the root cause, resolution, and alternatives.

Requirements

• 1+ years of experience with qualified retirement plans within the financial industry required or experience with employee benefit plans providing trust/custody or recordkeeping services.
• Preferred qualifications include understanding of rules governing qualified retirement plans, working knowledge of ERISA and regulatory environment governing retirement accounts, excellent client service and problem resolution skills, excellent communication (verbal and written) skills with ability to organize, prioritize, and work with minimal supervision, ability to handle complex work, be self-directed, and quickly develop a full understanding of our business, positive attitude, team orientation, enthusiasm, professionalism, and strong work ethic with high level of integrity and ethics, ability to plan and lead client meetings in a professional, consultative, and effective manner, capable of working well with diverse groups and individuals and willing to assist where needed, ability to multi-task, actively listen, assess client needs, research information, and provide clients with "outside of the box” solutions, proficiency with MS Office technology (Word, Excel, PowerPoint), experience with SalesForce and trust accounting systems, such as SEI is a plus, Bachelor’s degree in finance, economics, business administration, or related area.

Qualifications

• Bachelor’s degree in finance, economics, business administration, or related area.

Skills

• Understanding of rules governing qualified retirement plans.
• Working knowledge of ERISA and regulatory environment governing retirement accounts.
• Excellent client service and problem resolution skills.
• Excellent communication (verbal and written) skills with ability to organize, prioritize, and work with minimal supervision.
• Ability to handle complex work, be self-directed, and quickly develop a full understanding of our business.
• Positive attitude, team orientation, enthusiasm, professionalism, and strong work ethic with high level of integrity and ethics.
• Ability to plan and lead client meetings in a professional, consultative, and effective manner.
• Capable of working well with diverse groups and individuals and willing to assist where needed.
• Ability to multi-task, actively listen, assess client needs, research information, and provide clients with "outside of the box” solutions.
• Proficiency with MS Office technology (Word, Excel, PowerPoint).
• Experience with SalesForce and trust accounting systems, such as SEI is a plus.

Benefits

• Base salary + annual bonus.
• 401(k) with company match and Employee stock purchase plan.
• Paid time for vacation, volunteering, and a 4-week sabbatical after 5 years of service.
• Paid parental leave and family building benefits.
• Tuition reimbursement.
• Health, dental, and vision insurance.

Pay

• Base salary + annual bonus.

Schedule

• Hybrid Work and Flexibility approach.