Team Lead, PCIS Service

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(s).

Schwab is an industry leading provider of retirement and health savings brokerage solutions to employers and their employees through our PCRA (Personal Choice Retirement Account) & HSBA (Health Savings Brokerage Account) solutions, a component of Personal Choice Investment Services (PCIS). The PCIS business model is B2B2C and offered through multiple distribution partnerships that include Third-Party Administrators (TPAs), Health Savings Providers, Independent Record-Keepers (IRKs), Trust Companies, Financial Advisors, and Institutional Retirement Plan providers. PCIS has over 150 partnership relationships, representing over 30,000 employers that offer a Schwab retirement or health savings brokerage solution.

PCIS is growing rapidly by helping third parties access an investment platform designed to complement their business and the mission for PCIS is for every employee, or their financial advisor, to have access to increased retirement and healthcare investment flexibility through PCRA and HSBA. PCIS is hiring a Team Lead to support the PCRA and HSBA Provider Service Team, focusing on all B2B client-facing services and operational responsibilities. The goal is to strengthen existing business relationships by delivering outstanding service, taking initiative, and meeting critical client needs effectively.

The Provider Services Team Lead is responsible for overseeing the daily delivery of client services associated with Institutional PCRA and HSBA clients. This role includes participating in client meetings to support Service Managers, engaging in discussions with partners, and tracking service productivity and quality metrics. The Team Lead is also expected to provide additional support during peak times to ensure objectives are met and tasks are completed efficiently. A key responsibility is to develop and support Service Managers as they address client concerns, coordinate with internal teams, deliver client presentations, and strengthen client relationships.

What you'll do:

• Assist management with directing daily client services activities while overseeing associates and leading service relationships for premier clients.  
• Serve as a subject matter expert for the team's core areas of responsibility and demonstrate the ability to articulate and explain the suite of products and services to clients and partners.
• Support management with daily processing across all workflow systems to ensure service levels are met. Assist the team by handling tasks during busy periods.
• Deliver accurate, timely information to support team members, clients, and partners with analysis, research, problem-solving, and complex inquiries.
• Address escalated client concerns and exercise prudent judgement in executing company policies, ensuring compliance with relevant regulations and established procedures.
• Facilitate productive meetings, both virtually and in-person, with clients, partners, and team members, with required travel of approximately 5-10%.
• Support management with coaching sessions, and deliver objective reviews to support the team, while contributing to the comprehensive training and development of team members.
• Suggest process improvements, develop training materials, and update procedures to ensure team compliance.
• Drive organizational change by supporting strategic initiatives and collaborating effectively with cross-functional teams to meet project objectives and deadlines.
• Perform duties with confidence, minimal supervision, and sound judgment to enhance client satisfaction while mitigating risk.
• Adhere to all compliance/risk procedures and follow corporate and industry protocols.

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, preferably in financial service industry working with brokerage, employer sponsored retirement plans, employee benefits, Third Party Administrators (TPA’s) and/or Recordkeeping services.
• 3 years of client-facing experience, preferably working with employer sponsored retirement plans.
• Bachelor's degree or equivalent experience.
• Digital proficiency, with the ability to utilize multiple applications at one time, including MS Word and Excel, internet researching, database systems, and email.

Preferred Qualifications: 

• Strong service and client contact skills, along with excellent interpersonal, verbal, and written communication skills. 
• Ability to plan/ lead client and internal partner meetings in a professional, consultative, and effective manner.
• Advanced analytical skills with the ability to prioritize complex tasks
• Sense of urgency, excellent operational, organizational and follow-up skills with the ability to manage and process complex work. 
• Positive attitude, team orientation, enthusiasm, professionalism, and strong work ethic with high level of integrity and ethics
• Licenses not required

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