Retirement Services Specialist

About the role

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.

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 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.

Requirements

• 2 years of customer service experience (required).
• Bachelor’s degree or equivalent work experience (preferred).
• Experience in financial services and/or education in finance or a related industry (preferred).

Skills

• 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 cross-trained in the various Retirement Services functions.
• Ability 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.
• Strong interpersonal, verbal, and written communication skills.

Benefits

• 401(k) with company match and Employee Stock Purchase Plan.
• Paid time for vacation, volunteering, and a 28-day sabbatical after every 5 years of service for eligible positions.
• Paid parental leave and family building benefits.
• Tuition reimbursement.
• Health, dental, and vision insurance.

Pay

In addition to the salary range, this role is also eligible for bonus or incentive opportunities.

Schedule

This role is on-site in the specified location(s) with a hybrid work and flexibility approach, balancing workplace flexibility with in-person collaboration.