Manager, Complex Account Team

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.

We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location. 

Client Retention & Negotiated Offers (CRNO) operates as a dedicated business unit within Schwab Investor Services/Retail Experience and Specialized Relationships organization, responsible for administering the firm’s Negotiated Pricing Policy. The team functions as a centralized resource and escalation point, delivering objective, consistent, and equitable pricing solutions for Schwab’s high-value, price-sensitive clients. Through rigorous collection, analysis, and interpretation of client financial and behavioral data, CRNO ensures that pricing decisions are both data-driven and aligned with organizational standards.

Description of Role:

The CRNO Resolution Manager collaborates extensively with various internal groups - including Branch, CS&S, Managed Investing Representatives, Trader Acquisition, Investor Development, and management at all levels—to evaluate client discount requests, deliver negotiated pricing solutions, and recommend alternative approaches for clients.  This role is responsible for conducting profitability analyses and escalating exception requests when needed, ensuring a balanced approach that considers the interests of clients, the firm, and shareholders. The position demands timely, value-driven responses and is best suited for individuals who demonstrate a strong commitment to client service, positive energy, advanced problem-solving abilities, and a proactive, service-oriented attitude.

Success in this role requires a unique combination of interpersonal and communication skills, deep industry and competitor knowledge, and the ability to research and resolve complex issues in partnership with internal stakeholders. The CRNO Resolution Manager supports the field through multiple channels—including email, phone, chat, and sometimes in-person interactions—by providing critical information on pricing, competitive landscape, and procedures related to Schwab’s Negotiated Pricing Policy. The role offers significant exposure to all organizational levels, from front-line representatives to senior leadership, and requires exceptional business acumen, sound judgment, self-motivation, and organizational skills to consistently meet response time targets.

Key Responsibilities:

• Oversee all Schwab IS negotiated pricing reviews and approvals, including commissions, margin, managed investing asset-based fees, cash awards/promotions, and money fund exceptions.
• Collecting and interpreting client financial and behavioral data, performing profitability analyses using the Relationship Pricing Model and Profit/Loss queries to inform pricing decisions.
• Regularly engaging with leadership, up to and including the executive level, regarding pricing decisions, including escalation of complex cases for further review and providing expert guidance on unique scenarios.
• Partner with departments across Schwab—including CS&S, Managed Investing, Branch network, Finance, Client Acquisition, Marketing, Schwab Bank, Escalation teams, and Operations—to offer insights and expertise on pricing initiatives.
• Construct complex, customized pricing packages for high-value clients and prospects.
• Educating and advising field partners on client profitability, competitive dynamics, and effective offer positioning.
• Serve as the escalation point for requests that exceed field empowerment guidelines.

What you have

Required:

• Active Series 7 and 63 licenses are required.
• Minimum of three years’ experience within the brokerage or financial services sector.
• Demonstrated expertise in Schwab’s internal platforms and resources, including the Relationship Pricing Model, Client Profit/Loss model, Flex Commission System, Centralized Billing Platform, Client Central, Knowledge Center, and legacy systems.

Preferred:

• Bachelor’s degree is strongly preferred.
• Exceptional organizational capabilities, with a proven ability to prioritize and manage multiple concurrent tasks within established deadlines.
• Advanced problem-solving acumen, including the capacity to swiftly and accurately identify root causes, conduct thorough research, and assimilate new information efficiently.
• Effective time management skills, with a track record of success in high-volume, fast-paced environments.
• Outstanding communication skills, enabling effective engagement with all organizational levels—including legal, compliance, and senior leadership—to resolve issues, obtain critical information, and influence outcomes.
• Highly developed negotiation, critical thinking, and decision-making abilities, consistently applying sound judgment to complex challenges.
• Proven ability to build, leverage, and strengthen relationships across diverse teams and functions, consistently delivering exceptional service.
• Demonstrates a proactive service orientation and initiative in enhancing skills and competencies to achieve departmental, organizational, and company objectives.
• Strong business acumen and comprehensive understanding of relevant policies and procedures, with the ability to analyze facts and make balanced decisions that serve the interests of clients, shareholders, and the firm.
• Familiarity with financial modeling, profitability analysis, negotiation strategies, pricing systems, and competitive landscape is advantageous.

In addition to the salary range, this role is eligible for bonus or incentive opportunities.