Sr. Client Service Administrator, Schwab Stock Plan Services

Your opportunity

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 Senior Client Service Administrator role is responsible for creating and implementing a world class client experience for our largest, most complex Equity Compensation corporate clients. Working with the Client Service Managers, the Senior 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: 

• Act as an Operation Subject Matter Expert on for corporate clients:
• Provide operational knowledge resource for high value clients
• 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 
• 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.
• Act as mentor during onboarding process for new client service administrators
• 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 deadlines. 
• 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 commitment to delivering a quality work product, following prescribed procedures, and handling escalated issues when appropriate 
• Strong computer skills 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)