Specialist, CS&S Account Solutions

The Charles Schwab Corporation; Orlando (FL); On-site; USD 50,000 - 70,000; Full time

Job summary

The Charles Schwab Corporation in Orlando, FL seeks a Specialist in CS&S Account Solutions Hotline to support internal and external clients with complex account inquiries. You will primarily handle inbound/outbound calls related to opening and maintaining accounts, delivering best-in-class service, and educating clients through our internal inquiry system.

The role emphasizes ownership, prompt resolutions, and collaboration with partners to ensure superior client service while navigating risk

Qualifications

• Ability to accurately and quickly answer/resolve client service issues via phone and systems.
• Demonstrates the edge 2.0 service model in every client interaction.
• High level of emotional intelligence to manage client conversations.

Responsibilities

• Provide best-in-class service via inbound/outbound calls for account opening and maintenance.
• Research complex requests, gather information, and educate clients with solutions.
• Deliver prompt responses while coordinating with internal departments.
• Identify when escalation is warranted and take timely action in high-risk scenarios.
• Proactively educate clients on Schwab products and services.
• Take ownership of client issues and ensure timely resolution.

Skills

Client service

Emotional intelligence

Financial industry experience

Education

Bachelor’s degree or equivalent work experience

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).

This is a Specialist role in the CS&S Operational Support Tier 2 Account Solutions organization which is responsible for supporting internal and external clients with complex inquiries pertaining to applications and paperwork submitted for new accounts, account maintenance, account updates, and research of complex inquiry topics. Our goal is to own every interaction and provide first contact resolution. As an elite team of experts, we are committed to delivering prompt and efficient solutions. Our focus is to enhance the client experience while building trust with both internal partners and external clients.

As an CS&S T2 Specialist inAccount Solutions Hotline, you will promote client loyalty by providing the highest quality support to our internal partners and external customers primarily through inbound/outbound phone calls, relating to account opening and account maintenance. You will be a primary contact for our external clients and internal partners to provide “best in class” service by:

• Bring a passion for service, positivity, enthusiasm, professionalism, a strong client focus, and creatively to your role every day!


• Actively listening, assessing client needs, researching complex requests, gatheringinformation, and providing clients with innovative solutions and education. Deliver prompt responses andresolutions, while actively navigating internal departments to ensure seamless resolution for all client requests.


• Recognize challenging conversations and leverage positive language to resolve client needs.


• Ensure client requests arecompleted within required time frames that align to client satisfactiongoals.


• Problem solving through the effective use of available toolsand resources to troubleshoot and resolve client requests.


• Communicating effectively and leveraging positive language to resolve challenging client needs.


• Take ownership of a variety of client issues, along with quickly and accurately assessing risk and best way to support and educate clients and professionals to provide superior client service.


• Identifying situations where escalation is warranted and taking vital action quickly in a high-risk environment.


• Proactively educating clients on our products and services as well as supporting business initiatives by developing strong partnerships with internal business partners.


• Deliver prompt, clear, and detailed responses, while actively navigating internal departments to ensure seamless resolution for all client requests. This may include questions on a wide array of educational, technical, and operational subjects through phone-based interactions and our internal inquiry system.


• Work collaboratively within the department, with your team and business partners in a fast-paced environment.

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:

• Ability to accurately and quickly answer/resolve client service issues, while providing outstanding service to internal and external clients through the effective use of Systems and Resources to deliver Through Clients’ Eyes service


• Models the edge 2.0 service model in every client interaction


• Displays a high level of emotional intelligence (EQ)

Preferred qualifications:

• 2+ years’ experience in client service or operations with brokerage/financial industry


• Bachelor’s degree or equivalent work experience


• Series 7 and 63 (or 66) licenses


• Series 9 & 10 licenses

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