Sr Client Service Administrator - Stock Plan Services
On-sitePhoenix, Arizona, United States or Westlake, Texas, United States
Job Summary
Manage daily service needs for Large Market and Mega Market clients by coordinating high-profile events, resolving escalations, and addressing transaction inquiries, data feed issues, and product questions. Serve as a trusted operational partner for corporate clients, providing guidance on complex service needs, assessing risk, and communicating clearly on escalated calls. Lead consultative conversations to help clients understand best practices, resolve plan-related issues, and identify process improvements while collaborating with Conversion, Technology, and other SPS teams. Mentor new Client Service Administrators, share knowledge, and provide backup support during coverage gaps. Support clients across time zones and peak periods, with overtime available as needed.
Required Qualifications
- Applicants must be authorized to work in the United States on a full-time basis without employer sponsorship.
- Bachelor's degree or equivalent work experience
- Strong organizational skills, time-management, attention to detail, and the ability to balance priorities in a fast-paced environment.
- Client-service judgment: Demonstrated ability to communicate clearly, follow through on commitments, assess risk, make informed decisions, and escalate when needed.
- Technical and operational strength: Comfortable working across multiple systems while remaining organized and accurate; proficiency in Microsoft Excel, Word, and PowerPoint.
- Trusted leadership presence: Confidence serving as a reliable point of contact, providing backup manager support when appropriate, and modeling quality, process adherence, and thoughtful issue resolution.
- Flexibility: Ability to support clients across time zones, peak periods, client events, and urgent business needs; overtime may be required with short notice.
- We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site 4 days per week in one of the specified locations.
Desired Qualifications
- 4+ years of experience in customer service, corporate client support, benefits, financial services, brokerage, or equity compensation.
- Equity compensation knowledge: ECA or CEP designation; Schwab EquiView experience or familiarity with stock plan administration workflows, reporting, and event-related processing.
- Relationship building: Experience supporting clients in a B2B service model, building trust with stakeholders, and communicating effectively with internal partners to support client projects and service delivery.
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