Client Learning Center

Users Guide

This new resource was created to make it easier for you and your clients to work with Schwab.

The Client Learning Center (CLC) is an easy-to-use site that gives your clients at-a-glance understanding of important processes, account tools, and Schwab’s role as custodian. You can share this experience with clients in person, on the phone, or via email.

The CLC provides a simple framework for you to help your clients understand a variety of processes, from opening accounts and updating account details to getting online access and more. The site also offers information about how Schwab protects client assets and shares best practices your clients can use to protect their data online. For more complicated topics, like moving money, the site offers FAQs that provide additional detail as needed. In the future, the CLC will host important education materials for your clients on new tools like online approvals (eSignature and eAuthorization).

This document provides a quick overview of the site and offers some tips on how to tailor your clients’ CLC experience to their particular needs, whether they’re prospects, new to your firm, or existing clients.

You and your clients can access the CLC from your computer or mobile device with no login required. You’ll find the site at content.schwab.com/learningcenter

Exploring the Site

New and Prospective ClientsFor new and prospective clients, you can provide an introductory guide to the CLC website by directing them to the Get Started tab.

The Welcome tab is the first page you and your clients will see when visiting the CLC website. The homepage provides a brief introduction to the relationship between you, your clients, and Schwab, and it is a launching point for accessing other sections of the site.

The Get Started page highlights the processes that new and prospective clients will experience, including opening an account, transferring assets, signing up for online access, and downloading the Schwab mobile app.

Advisor Services

Existing ClientsWith existing clients, you can explore sections of the CLC website that help them stay up to date with their account information while learning more about Schwab’s role as custodian and how to protect their information online.

From the Manage Account Details tab, clients can learn more about updating account details, understanding statements, working with you to move money, and other activities related to their accounts.

Beneath the Understanding Schwab’s Role tab, your clients can learn more about Schwab’s role as custodian, as well as our asset safety policies.

Finally, clients can learn more about online security—what Schwab does to protect their data and some suggestions on what they can do on their own— by clicking the Safeguard Online Information tab.

The Client Learning Center saves you time by making it easier to explain important processes and policies to clients.

Here are some helpful tips on how to explain the CLC website to different types of clients, whether you’re walking them

through the site or simply sharing the site address so that they can explore on their own.

In Person/On the Phone • If you’re focused on explaining a specific process, direct

your clients to the appropriate content sections, and then walk them through the steps involved.

• Encourage them to ask any additional questions they have about these or other topics so that you can guide them to the other content sections that address their needs.

• Remind them that they can return to this site at any time to refer back to these topics or explore other ideas.

EmailIf communicating with clients via email, simply send them the site address, along with some context and brief instructions, such as:

For clients who are either new to your firm or have limited experience working with an advisor:

• Make sure they explore the Get Started section, easily accessible from the Welcome page. This will help them to understand the basics of opening their account.

• Describe the site as a resource for learning more about their relationship with you and how Schwab, as custodian, supports that relationship.

• Point out that they can learn how to perform a variety of account tasks: making account changes, viewing statements, transferring funds, and more.

• Encourage them to contact you directly with any questions that arise while navigating the site.

For existing clients:

• Describe the site as an informational resource that can help them manage and perform account tasks more easily.

• Point them toward the Manage Account Details section, which covers a number of tasks related to their accounts.

• Encourage them to contact you directly with any questions that arise while navigating the site.

The Client Learning Center• Empowers, engages, and

informs clients • Underscores the value

you provide as an advisor• Helps explain Schwab’s

role as custodian

Explaining the Client Learning Center Experience

Intended for investment advisors. For informational purposes only.

© 2013 Charles Schwab & Co., Inc. (Schwab). All rights reserved. Member SIPC.

Schwab Advisor Services™ serves independent investment advisors and includes the custody, trading, and support services of Schwab. Independent investment advisors are not owned by, affiliated with, or supervised by Schwab.

AHA (1013-7019) (10/13)

Site Map

When preparing for client discussions, you can use this CLC site map to pinpoint areas of focus. It may be helpful for you to browse the site and familiarize yourself with the contents prior to referring clients to the CLC.

Welcome Get Started

Open an Account

TransferAssets

Online Access

Mobile App

Manage Account Details

eDelivery

Account Changes

Move Money

Mobile App

Online Access

Statements

Understand Schwab’s Role

You, Your Advisor & Schwab

Asset Safety

Safeguard OnlineInformation

Online Security

Advisor Services