Specialist, Client Account Operations (CVRC)

Charles Schwab; El Paso (TX); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

401(k) match

PTO & sabbatical

Parental leave

Tuition reimbursement

Health/dental/vision

Job summary

Charles Schwab in El Paso, TX seeks a CVRC Hotline Specialist to support clients via inbound/outbound calls, emails, and letters. You will verify identities, perform risk-based investigations, and resolve issues in a fast-paced environment while promoting client loyalty.

The role requires strong communication skills, ability to manage high-risk situations, and collaboration across teams. Hybrid work and total rewards are offered.

Qualifications

• Strong customer service skills.
• Handling escalated calls when warranted and resolving client issues quickly in a high-risk environment.
• Preferred experience in client service or operations with brokerage/financial industry.

Responsibilities

• Verify client identity and conduct risk-based investigations.
• Perform fraud detection and ID theft prevention tasks.
• Respond to client inquiries via phone and email with clear, timely guidance.
• Collaborate across teams to support business initiatives and process improvements.
• Escalate high-risk issues and document outcomes for audit trails.

Skills

Strong customer service

Escalated-call handling

Risk-based investigations

Education

College degree or equivalent experience preferred

Job description

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).

The Customer Verification and Research Center (CVRC) within Client Account Operations is responsible for performing and executing the firm’s Customer Identification Program (CIP). We provide service to both retail investors and independent advisors.

As a CVRC Hotline Specialist you will promote client loyalty by providing the highest quality support to our internal and external customers via inbound and outbound calls, processing account reviews, responding to emails and sending letters. CVRC is a fast-paced, detail-oriented, and deadline driven environment.

Key Responsibilities may include:

• Verifying our client's identity
• Risk-based investigative searches
• Fraud Detection
• ID Theft Prevention
• Working with 3rd party sources
• Performs analysis using quantitative and qualitative data from various information vendors
• Responding to questions on awidearray of technical and operational subjects.
• Actively listening, assessing client needs, researching information, and providing clients with innovative solutions.
• Problem solving and conducting research/specialrequests through the use of email, telephone, and our internal inquirysystem.
• Identifying situationswhereescalation is warranted and taking the necessary action quicklyin ahigh-risk environment.
• Communicating effectively and delivering work that is detailed and clear.
• Workingcollaborativelyand efficiently with others in a fast-paced environment.
• Supporting business initiatives by developing strong partnerships.
• Handling escalated calls when warranted and resolving client issues by taking appropriate action quickly in a high-risk environment.

As part of our analysis work, we also strive for continuous process improvement. The successful candidate will have a track record of demonstrable success in these types of environments, as well.

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:

• Strong customer service skills.
• Handling escalated calls when warranted and resolving client issues by taking appropriate action quickly in a high-risk environment.

Preferred Qualifications:

• 2+ years of experience in client service or operations with brokerage/financial industry preferred.
• Strong interpersonal, verbal, and written communication skills.
• Strong organization skills and ability to prioritize, self-directed, quickly develop a full understanding of our business and coordinate multiple processes
• Strong analytical and problem-solving skills.
• Identifies and recommends solutions to both basic and complex issues impacting Risk and/or Controls.
• Demonstrates good judgement in selecting methods and techniques for obtaining solutions.
• Solid understanding of Schwab policies, procedures, products and services.
• Series 7 and 63 licenses preferred.
• College degree or equivalent experience 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