Sr Specialist, PCIS Service

Your Opportunity

Schwab remains committed to providing increased visibility to career growth opportunities and job requirements. This posting announcement is part of increased transparency and while all qualified applicants will be reviewed and considered, this organization has a preferred candidate identified for this role.

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(s).

Personal Choice Investment Services (PCIS), a division of Charles Schwab Workplace Services, is a leading provider of retirement and health savings brokerage solutions. Through a business-to-business-to-consumer (B2B2C) model, PCIS partners with retirement plan providers, recordkeepers, health savings account administrators, financial advisors, trust companies, and third-party administrators (TPAs) to deliver Schwab's brokerage solutions to employers and their participants.

As our business continues to grow, we remain focused on delivering exceptional service, operational excellence, innovative solutions, and long-term partnerships that help our clients succeed.

The Senior Client Service Specialist serves as a primary relationship manager and subject matter expert for Broker Dealer Custody and Employer-Sponsored Brokerage Account (ESBA) clients, including Plan Providers, Recordkeepers, TPAs, and Trustees. This role combines relationship management, operational expertise, consultative problem-solving, and collaborative partnerships to deliver an exceptional client experience. You will work closely with clients and internal teams across PCIS Service, Operations, Cashiering, and Participant Services to resolve complex issues, enhance service delivery, improve operational efficiency, and strengthen long-term relationships.

This position is ideal for an experienced service professional with strong knowledge of Broker Dealer Custody and ESBA clients, who excels in a fast-paced environment, approaches complex challenges with confidence, and is committed to delivering successful client outcomes.

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

• Serve as the primary point of contact for Broker Dealer Custody and ESBA clients, including TPAs, Plan Providers, Recordkeepers, and Trustees.
• Strengthen client relationships through proactive consultation, education, and ongoing support.
• Understand each client’s business objectives and identify opportunities to enhance their experience and support long-term partnership success.
• Support client retention by delivering responsive, consistent, and relationship-focused service.
• Act as a subject matter expert on Broker Dealer Custody and ESBA products, services, and operational processes.
• Guide clients and business partners on product capabilities, service offerings, operational requirements and best practices.
• Recommend practical solutions that improve operational efficiency and support client growth.
• Share expertise and provide training that deepens client understanding and promotes effective use of PCIS solutions.
• Research and resolve complex matters involving tax reporting, account maintenance, money movement, account transfers, alternative investments, daily processing, and service escalations.
• Monitor daily file-transfer activity and resolve processing exceptions or service impacts.
• Balance multiple priorities while maintaining high standards for service quality, accuracy and productivity.
• Coordinate with business partners across PCIS Service, Operations, Cashiering, Participant Services, and other business areas to deliver timely and accurate client solutions.
• Maintain clear, effective communication between clients and internal stakeholders.
• Take ownership of issues from identification through resolution and remain accountable for client outcomes.
• Identify opportunities to strengthen service delivery and elevate the client experience.
• Lead or contribute to strategic initiatives, process improvements efforts, and business-critical projects.
• Recommend operational improvements that increase efficiency, reduce risk, and enhance client satisfaction.
• Support the continued growth and scalability of the PCIS business through innovation, partnership, and continuous improvement.
• Apply sound judgment and make informed decisions in a regulated environment.
• Adhere to Schwab policies, procedures, regulatory requirements, and operational controls.
• Perform all responsibilities with a strong commitment to risk mitigation, compliance, and client protection.

What you have

To ensure that we fulfill our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.

Required Qualifications:

• 5+ years of experience in the financial services industry supporting brokerage products and employer-sponsored retirement plans.
• 5+ years of client-facing experience working with TPAs, Recordkeepers, Trustees, Plan Providers, or retirement plan clients.
• Bachelor's degree or equivalent combination of education and experience.
• Possess a sense of urgency and commitment to provide the highest level of service to clients.
• Strong analytical and problem-solving skills with the ability to manage complex issues and competing priorities, through the use of email, telephone, cases, and video meetings. 
• Excellent verbal, written, and interpersonal communication skills.
• Ability to work independently with a high level of accountability and ownership.
• Advanced understanding of paying agent services and tax reporting.
• Demonstrated ability to build strong client relationships and influence outcomes through partnership and collaboration.
• Strong organizational skills, attention to detail, and follow-through.
• High degree of integrity, professionalism, and sound judgment.
• Positive attitude, team oriented, proactive, enthusiastic, professional, forward thinker with a strong work ethic

Preferred Qualifications: 

• Experience supporting retirement plan servicing, brokerage custody, or recordkeeping environments.
• Knowledge of ESBA, PCRA, HSBA, or related retirement brokerage products.
• Proven success driving operational improvements and service enhancements.
• Advanced proficiency with Microsoft Office applications, including Excel and Word.

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

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