Estates Hotline Specialist
About The Position
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.
Requirements
- 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.
Nice To Haves
- Active Series 7 & 63 licenses (preferred, not required).
- Experience interpreting legal documents or working with Estates distribution preferred.
Responsibilities
- Support inbound callers, providing clear explanations of requirements.
- Review and interpret Estate-related materials.
- Help clients understand next steps.
- Apply active listening and emotional intelligence to uncover underlying needs.
- Mitigate risk by applying state regulations and business rules.
- Partner with internal processing teams to ensure timely and accurate resolution.
- Navigate gray areas, resolve escalations, and contribute to a positive experience that strengthens long-term loyalty.
Benefits
- Bonus or incentive opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
