Customer Service Specialist

Charles Schwab; Champaign (IL); On-site; USD 42,000 - 52,000; Full time

Job summary

Charles Schwab in Champaign, IL is seeking a Customer Service Specialist to handle client inquiries by phone and digital channels, explain Schwab products, and process account requests with accuracy. This full-time, on-site position emphasizes resolving issues, guiding clients through tools, and documenting interactions per regulatory standards.

The role requires strong communication, empathy, and a team-focused approach within a fast-paced, regulated financial environment.

Qualifications

• Strong client-focused skills including Customer Service, Customer Support, and Customer Satisfaction.
• Ability to create a positive Customer Experience through empathy, active listening, and clear communication.
• Professional Phone Etiquette for confident speaking, appropriate tone, and effective call handling.
• Excellent verbal and written communication with accuracy and clarity.
• Basic proficiency with computer systems, CRM tools and online platforms; ability to learn new software quickly.
• Strong problem-solving skills, sound judgment, and the ability to work in a fast-paced, regulated environment.
• Team-oriented with reliability, punctuality, and commitment to high ethical standards.
• High school diploma or equivalent; post-secondary education or financial services experience is beneficial.

Responsibilities

• Respond to client inquiries by phone and digital channels.
• Provide information about Schwab products and services.
• Support account-related requests in a timely and accurate manner.
• Resolve issues and explain processes and policies clearly.
• Collaborate with colleagues to ensure a high-quality client experience and document interactions.

Skills

Customer Service

Customer Support

Customer Satisfaction

Empathy

Active Listening

Clear Communication

Phone Etiquette

Verbal Communication

Written Communication

CRM Tools

Computer Proficiency

Online Platforms

Problem Solving

Sound Judgment

Teamwork

Reliability

Punctuality

Ethical Standards

High School Diploma

Financial Services Experience Benefi‌​

Education

High School Diploma

Financial Services Experience Beneficial

Tools

CRM Tools

Computer Systems

Online Platforms

Job description

Company Description

Charles Schwab is an investment services firm focused on challenging the traditional Wall Street model to better serve clients. The company is committed to improving the investing experience, believing that strong client outcomes drive strong business results. Schwab’s culture emphasizes integrity, client-centered service, and community involvement, highlighted through #SchwabLife and #Schwab4Good. Clients can access support from 7 a.m.–7 p.m. CT or 24/7 online, reflecting Schwab’s dedication to accessibility and service. Additional information, including social media disclosures, is available on Schwab’s corporate website.

Role Description

The Customer Service Specialist is a full-time, on-site role based in Champaign, IL. In this position, the specialist responds to client inquiries by phone and digital channels, provides information about Schwab products and services, and supports account-related requests in a timely and accurate manner. Daily responsibilities include resolving issues, explaining processes and policies in clear language, and guiding clients through online tools and resources. The specialist collaborates with colleagues to ensure a consistent, high-quality client experience, escalates complex concerns when needed, and documents all interactions according to company standards and regulatory requirements.

Qualifications

• Strong client-focused skills, including Customer Service, Customer Support, and Customer Satisfaction.
• Ability to create a positive Customer Experience through empathy, active listening, and clear communication.
• Professional Phone Etiquette, including confident speaking, appropriate tone, and effective call handling.
• Excellent verbal and written communication skills, with attention to accuracy and clarity.
• Basic proficiency with computer systems, CRM tools, and online platforms; ability to learn new software quickly.
• Strong problem-solving skills, sound judgment, and the ability to work in a fast-paced, regulated environment.
• Team-oriented mindset with reliability, punctuality, and commitment to high ethical standards.
• High school diploma or equivalent required; post-secondary education or prior financial services experience is beneficial.