Client Service Administrator

Your opportunity

Schwab Stock Plan Services (SPS) provides a variety of solutions to large, publicly traded companies for the administration of their Equity Compensation plans, including stock options, restricted stock, and employee stock purchase programs. SPS offers solutions for the administration of these plans up to and including full outsourcing capabilities for the recordkeeping and employee services.  Our mission is to provide a world class experience for our clients and to provide the opportunity for the employees of our corporate clients to achieve their financial goals.

Specifically, the SPS Client Services team plays a vital role in the delivery of our services.  The SPS Client Service Team is responsible for the day to day interaction between Schwab and our corporate clients, ensuring all aspects of their plans are running smoothly.  Client Services provides training and guidance to our corporate clients on how to most efficiently utilize Schwab’s tools and services in addition to assisting our clients trouble shoot issues by researching items and presenting solutions.  This includes partnering with other teams within SPS to ensure a consistent client experience from implementation through to ongoing administration of the plan.  The Client Services team is expected to partner with SPS Relationship Management, Education, Trading and Conversion to ensure a consistent and quality experience for our corporate clients and their employees.

At Charles Schwab, our purpose is to champion every client’s goals with passion and integrity. Schwab Stock Plan Services (SPS) provides a variety of solutions to large, publicly traded companies. The Client Service Administrator role is responsible for creating and implementing a world class client experience for our Equity Compensation corporate clients. Working with the Client Service Managers, the Client Service Administrator will oversee the relationship’s daily processing and lead client events. Assist the Team Service Managers with operational tasks and responsibilities. 

Responsibilities include, but are not limited to:  

• Partnering with other SPS teams, such as Conversion, Technology, etc. to provide a seamless world class experience for our corporate clients and their employees
• Process escalated emails and phone calls from Internal/External clients
• Have consultative conversations with corporate clients and internal service teams to provide best practices, and improve service experience
• Be prepared to jump in and assist during high profile events to ensure proper execution and timely delivery of required tasks
• Act as thought partner to our top tier clients to resolve plan issues and implement processes to support our client’s operation needs
• Provide back up support for Client Service Administrators as needed
• Demonstrate ability to effectively communicate with senior leaders within Stock Plan Services
• Act as an ambassador of Schwab’s vision and culture

What you have

• 4+ years of customer service experience in dealing with corporate clients, benefits, and/or brokerage environment, preferred
• Strong organizational skills with ability to work on multiple assignments and complete them within established time limits
• Committed to delivering an exceptional client experience
• Comfortable in making decisions and know when to include manager
• Ability to serve as a point of contact and back-up manager when necessary
• High dedication to delivering a quality work product, following prescribed procedures, and handling escalated issues when appropriate
• Strong digital literacy with the ability to work on multiple platforms simultaneously
• Software skills include proficiency in Excel, Word, and PowerPoint
• Demonstrated experience in working a B2B model
• Ability to plan and communicate with internal SPS partners to ensure appropriate implementation and support for all client projects
• Bachelor’s degree or equivalent work experience required
• Flexible working schedule including the ability to support multiple time zone clients (possible overtime with little to no notice may be required)