Client Service Administrator (Remote) at Charles Schwab

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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 efficiently. Client Services provides training and mentorship 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.

What you are good at
Responsibilities include, but are not limited to:
  • Processing internal/external initiated service requests received via email, phone calls and other internal applications to link and/or delink specific employee Schwab accounts that are associated with the firm's Master Account(s)
  • Researching transaction inquiries, general product information, and data feeds
  • Partnering with other SPS teams, such as Conversion, Client Services, 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
  • Cross-train other team members on daily linking/delinking of emails and ACE queue, as well as partner with other teams to provide a consistent level of service, especially during higher volume periods, and during team member absences.
  • Onboard new to firm relationships as well as existing Stock Plan relationships who enroll in this service offering
  • Document and maintain client specific operations procedures as needed
  • Schedule flexibility required to support periodic client events before and after market hours
  • Participate in departmental initiatives, delegated responsibilities and new projects
  • Engaged with team, internal/external partners and understands the strategic vision of the department

What you have
  • Bachelor's degree or equivalent work related experience required
  • 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 deadlines.
  • Committed to delivering an outstanding 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 connect with internal SPS partners to ensure appropriate implementation and support for all client projects.
  • Flexible working schedule including the ability to support multiple time zone clients (possible overtime with little to no notice may be required)

Colorado CompensationTarget Total Compensation - 47,700-86,600Your actual pay will be based on your skills and experience -- talk with your recruiter to learn more.
More Information on Charles Schwab
Charles Schwab operates in the Fintech industry. The company is located in San Francisco, CA and Lone Tree, CO. Charles Schwab was founded in 1973. It has 22335 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 252 open jobs at Charles Schwab, click here.
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