Service Specialist, Institutional

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.

Personal Choice Investment Services (PCIS) helps companies, and their employees manage brokerage-related products and services in their retirement plans. PCIS is growing rapidly by providing an industry leading platform to better serve the retirement plan needs of Plan Sponsors, Participants, Third-Party Administrators (TPAs) and Investment Advisors.

As an iPCRA Institutional Specialist, you will provide a wide range of service and operational support to PCIS clients (Plan Sponsors, Participants, TPAs and Advisors) to enhance the client experience and increase loyalty. Analyze and respond to client issues related to account management, problem resolution, money transfers, account transfers, trading resolution and/or solution-based service enhancements. Identify opportunities to expand existing relationships through service quality, delivery of timely and accurate information in response to inquiries and/or service issues.

Responsibilities for the iPCRA Institutional Specialist include, but not limited to:

• Responsible for assisting the iPCRA Provider Service Team in performing daily service and operation functions for Schwab Retirement Plan Services and Institutional PCRA clients.
• Act as a primary contact and work directly with clients and internal partners.
• Collaborate with internal partners in delivery of timely and accurate information in response to service and/or operational functions.
• Manage multiple tasks effectively by balancing high productivity with excellent service quality while meeting or exceeding established service level standards.
• Analyzing, researching, and resolving client cases by working with manager and communicating effectively with the appropriate internal resources.
• Communicate, understand, and explain PCIS Product and Service suite to clients and internal partners.
• Participate in on-going projects to improve processes and enhance the client experience.
• Perform duties with confidence, minimal supervision, and sound judgment to mitigate risk for the firm. 

• Adhere to all compliance/risk procedures and follow corporate and industry protocols.

What you have

• Bachelor's degree with a minimum of 2 years of experience in the financial service industry working with brokerage, retirement plans, employee benefits, Third Party Administrators (TPA’s) and/or Recordkeeping services.
• Client Service experience within the retirement and/or brokerage industry.
• Understanding of rules governing qualified retirement plans and working knowledge of ERISA preferred.
• Strong service and client contact skills, along with excellent interpersonal, verbal, and written communication skills. 
• Must have a sense of urgency, excellent operational, organizational and follow-up skills with the ability to manage and process complex work. 

• Possess advanced analytical skills with the ability to prioritize complex tasks

• Excellent technical skills, with the ability to utilize multiple applications at one time, including MS Word and Excel, internet researching, database systems, and email.
• Ability to plan/ lead client and internal partner meetings in a professional, consultative, and effective manner.
• Positive attitude, team orientation, enthusiasm, professionalism, and strong work ethic with high level of integrity and ethics
• Capable of working well with diverse groups and individuals with willingness to learn and assist where needed.
• Licenses not required