Senior Client Service Manager - Westlake, TX

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.

We are currently hiring for a Sr. Client Service Manager position. We are looking for motivated individuals to support complex client relationships with top-tier clients while actively pursuing opportunities to enhance the clients service experience. As a Sr. CSM, you will deliver a wide range of support while working closely with both clients and business partners including Sales, Service, Operations, and Trading.

Clients are at the center of everything we do. The Sr. CSM works to maintain an exceptional client experience creating a foundation for future growth opportunities. The Sr. CSM will develop a deep expertise and understanding of their client’s business that allows them to simplify the complex and provide a dedicated level of service, build trust, and inspire confidence through exceptional service.

Responsibilities for the Sr. Client Service Manager include, but not limited to:

• Support assigned relationships with top-tier clients and help grow the relationship by while influencing positive change in their daily service.
• Manage client needs through to completion by means of follow-up, advanced research, client advocacy, and collaboration with business partners to ensure timely and accurate delivery of information.
• Strong ability to diffuse difficult client conversations through active listening and a willingness to take ownership and seek alternative solutions within your empowerment.
• Managing workflow and projects for your primary client relationships while meeting or exceeding established service levels.
• Work collaboratively with internal business partners, such as sales, operations, and back-end partners, to resolve complex client issues and/or escalations.
• Develop a superior understanding of the PCIS product and service suite and be able to explain to top-tier clients and internal partners.
• Deliver professional presentations to both large and small groups. Be able to lead effective service meetings virtually and in-person with clients and partners. Conduct on-site client visits (5-10% travel).
• Assist clients and partners as needed with generating reports, analysis, research, and problem resolution.

What you have

• Bachelor's degree with 3+ years of experience working with retirement plans within the financial industry or experience with employee benefits, Third Party Administrators (TPA’s) and/or Recordkeeping services.
• 2+ years in client service support Client Service or Relationship Management experience within the financial or retirement plan industry preferred.
• Our ideal candidate will be a self-starter; and have a proven ability to deliver excellent client service with the ability to anticipate and resolve problems under their own initiative.
• Passion for service, professionalism, positivity, and strong work ethic with a high level of integrity and teamwork
• Skill and experience in delivering professional presentations to both large and small groups.

• Must have a sense of urgency and demonstrated ability to prioritize business needs and manage time effectively.
• Solid computer skills are a must. Excellent analytical and technical skills, with the ability to utilize multiple applications at one time, including MS Word and Excel, internet researching, database systems, and email.
• Understanding of rules governing qualified retirement plans and working knowledge of ERISA preferred.
• Flexibility to travel for client visits/events on a limited basis.
• Licenses not required

You Demonstrate These Behaviors

• Customer Orientation: Quickly and effectively solves customer problems.
• Forward Thinking: Anticipates possible problems and develops contingency plans in advance.
• Fostering Innovation: Work cooperatively with others to produce innovative solutions.
• Oral Communication: Organizes ideas clearly in oral speech.
• Initiative: Identifies what needs to be done and takes action before being asked or required to.
• Fostering Teamwork – Team Members: Seeks opportunities to work on teams as a means to develop experience and knowledge.
• Building Collaborative Relationships: Tries to build relationships with people whose assistance, cooperation and support may be needed