Estates Hotline Specialist

Charles Schwab; Phoenix (AZ); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

401(k) match

PTO & sabbatical after 5 years

Parental leave

Tuition reimbursement

Health, dental, and vision insurance

Job summary

Charles Schwab is seeking a detail-oriented professional for Estate Services on-site in Phoenix. You will support inbound calls, interpret estate-related materials, and clearly guide clients through the next steps with empathy and regulatory awareness.

Ideal candidates hold a bachelor’s degree in finance, economics, business, or equivalent, with 1+ year in call center or financial services. Strong communication, emotional intelligence, and a calm, professional approach are essential.

Qualifications

• Minimum 1 year of operational experience in call center, legal, or financial services including brokerage, banking, legal/paralegal, or research.
• Bachelor’s degree in finance, economics, business administration, or equivalent work experience.
• Ability to listen for underlying needs and respond with clarity to support clients in sensitive moments.
• Composed approach when conversations are emotionally charged to guide interactions to resolution.
• Comfort handling detailed documents and processes with accuracy.
• Ability to learn and apply information quickly and adapt to changing requirements.
• Navigate systems and workflows to translate complex information into next steps for clients and internal partners.
• Communication style that builds trust and de-escalates concerns.

Responsibilities

• Support inbound callers with clear explanations of requirements and next steps.
• Review and interpret Estate-related materials for accuracy and compliance.
• Apply active listening to uncover underlying client needs and mitigate risk.
• Collaborate with internal processing teams to ensure timely resolutions.
• Navigate complex documents and explain outcomes with empathy and professionalism.

Skills

Active listening

Emotional intelligence

Clear communication

Detail oriented

Critical thinking

Professional demeanor

Client sensitivity

Education

Bachelor’s degree in finance, economics, business administration, or equivalent

Tools

Internal processing systems

Job description

Your opportunity

At Schwab, you’re empowered to make an impact—on your career, your clients, and the quality of service we deliver every day. As part of our specialized Estate Services team, you’ll guide trustees, executors, and heirs, as well as attorneys, and internal partners, through Estate and Divorce processes with clarity, empathy, and sound judgment. Rooted in our culture of integrity, professionalism, and “One Schwab” collaboration, this role places you at the center of meaningful client moments—helping individuals navigate sensitive life events while ensuring accuracy, compliance, and forward momentum.

In this role, you'll primarily support inbound callers, providing clear explanations of requirements, reviewing and interpreting Estate-related materials, and helping clients understand next steps. You’ll apply active listening and emotional intelligence to uncover underlying needs, mitigate risk by applying state regulations and business rules, and partner with internal processing teams to ensure timely and accurate resolution. Drawing on curiosity, critical thinking, and professionalism, you’ll navigate gray areas, resolve escalations, and contribute to a positive experience that strengthens long‑term loyalty.

You’ll deepen your expertise through comprehensive on-the-job training, learning how to interpret documentation, assess complex scenarios, and apply structured decision‑making in a way that builds client confidence.

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.

What you have

Our job postings highlight the skills needed to perform in the role and the capabilities you’ll use daily to deliver meaningful client outcomes.

Required Qualifications

· Minimum 1-year operational experience in call center, legal or financial services including brokerage, banking, legal/paralegal, or research.

· Bachelor’s degree in finance, economics, business administration, or equivalent work experience.

· Ability to understand client needs by listening for both what is said and what may be underlying, and responding with clarity that helps clients feel supported during sensitive moments.

· A steady, composed approach when conversations become emotionally charged, helping guide interactions toward resolution in a professional and reassuring manner

· Comfort working through detailed documents and processes with care, ensuring information is captured, interpreted, and applied accurately.

· The ability to learn and apply new information quickly, incorporating feedback into your work and adapting your approach as expectations or requirements shift.

· Confidence navigating systems, tools, and workflows to interpret requirements and translate complex information into clear next steps for clients and internal partners.

· A thoughtful communication style that helps de‑escalate concerns, brings clarity to complex or ambiguous situations, and builds trust through calm, measured guidance.

Preferred Qualifications

· Active Series 7 & 63 licenses (preferred, not required).

· Experience interpreting legal documents or working with Estates distribution preferred.

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

What’s in it for you

At Schwab, you’re empowered to shape your future. We champion your growth through meaningful work, continuous learning, and a culture of trust and collaboration—so you can build the skills to make a lasting impact. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.

We offer a competitive benefits package that takes care of the whole you – both today and in the future:

• 401(k) with company match and Employee stock purchase plan
• Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
• Paid parental leave and family building benefits
• Tuition reimbursement
• Health, dental, and vision insurance