Career Tips: How to Prepare for a Career in Client Service.
By: Beau H, Sr Specialist, Content Manager
Client services roles are at the heart of many industries, including financial services. At Charles Schwab, our client services teams provide personalized support, helping clients navigate their financial goals while building trust and long-term relationships. If you’re drawn to roles that combine problem-solving, communication, and a passion for helping others, a career in client services could be your perfect fit.
But what does it take to succeed in this field? Whether you’re just starting your career or making a transition, this article will walk you through the key skills, certifications, and steps needed to prepare for a rewarding career in client services.
Why Client Services Is a Great Career Choice
Client services is about more than answering questions or solving problems—it’s about creating meaningful connections. In financial services, client service professionals often act as trusted advisors, helping clients manage their finances, plan for the future, and navigate life’s big decisions.
Here are just a few reasons why a career in client services can be fulfilling:
- Strong Demand: Companies like Schwab are always looking for individuals who can deliver excellent customer experiences.
- Variety of Roles: Client services roles range from front-line support to specialized advisory positions, offering a clear path for growth.
- Transferable Skills: Communication, empathy, and problem-solving skills gained in client services are valuable in almost any career.
- Impactful Work: Helping clients achieve their goals creates a sense of purpose and accomplishment.
If these benefits resonate with you, let’s dive into how you can prepare for a career in this dynamic field.
Build the Right Skills
Successful client service professionals excel in a mix of technical and soft skills. Here are some of the most important ones:
Communication Skills
The ability to explain complex information in a clear and empathetic way is critical. Whether you’re guiding a client through financial options or addressing a concern, strong verbal and written communication skills make a big difference.
Active Listening
Listening carefully to clients helps you understand their needs and tailor your responses. This skill is key to building trust and ensuring client satisfaction.
Problem-Solving
Client services often involves troubleshooting and finding creative solutions. The best professionals approach challenges with patience and resourcefulness.
Time Management
Juggling multiple clients, inquiries, and deadlines requires excellent organizational skills.
Technical Knowledge
In financial services, familiarity with tools, platforms, and industry terminology is essential. For example, Schwab client services professionals use a range of technology to manage accounts, process requests, and support clients effectively.
To develop these skills, consider taking workshops, online courses, or volunteering in roles that require customer interaction. For instance, Schwab’s Intern Academy offers hands-on experience to help participants build these foundational skills.
Pursue Relevant Certifications
Certifications can set you apart from other candidates and demonstrate your commitment to the field. In financial services, the following certifications are often recommended (or required) for client services roles:
Securities Industry Essentials (SIE) Exam
The SIE exam is an entry-level certification that tests your understanding of the financial services industry, including concepts like securities, regulatory agencies, and market structure. At Schwab, new client services professionals are often supported in studying for and passing this exam.
FINRA Series 7 and Series 63 Licenses
These licenses are required for professionals who trade securities or provide financial advice. While they’re not always needed for entry-level roles, having them—or planning to pursue them—can open doors to more advanced positions.
Certified Financial Planner (CFP)
If you’re interested in taking your client services career into financial planning, a CFP certification is a valuable asset. It signifies expertise in financial strategy and advising clients on long-term goals.
Schwab offers resources and support to help employees earn these certifications – here, our immersive training programs and collaborative study groups are designed to help you put your best foot forward while pursing your financial licensing.
Gain Experience in Customer-Focused Roles
While certifications and skills are important, experience is often the best teacher. If you’re new to client services, seek opportunities to work in roles that require customer interaction. For example:
- Retail Sales, Teaching, or Hospitality: These industries teach communication, patience, and problem-solving.
- Call Center or Support Roles: Gain experience handling inquiries and resolving issues under pressure.
- Internships: Programs like Schwab’s Intern Academy provide real-world exposure to client service in the financial industry.
Even if your experience isn’t directly related to finance, the skills you gain in customer-focused roles are highly transferable.
Research the Industry
Understanding the financial services landscape is crucial for a career in client services. The more you know about the industry, the better equipped you’ll be to assist clients. Start by:
- Following Financial News: Stay up to date on market trends, regulatory changes, and economic developments.
- Learning Key Terms: Familiarize yourself with industry jargon and concepts like portfolio management, retirement planning, and investment vehicles.
- Exploring Companies: Research companies like Schwab to understand their approach to client service and what sets them apart.
At Schwab, for example, we emphasize a client-first approach and provide ongoing training to ensure our professionals stay informed and prepared.
Develop Your Professional Network
Networking is an invaluable tool for breaking into and advancing in client services. Building connections can help you learn about opportunities, gain industry insights, and find mentors who can guide your career.
Here are some ways to grow your network:
- Attend Industry Events: Conferences, webinars, and career fairs are great places to meet professionals in client services.
- Leverage LinkedIn: Engage with professionals in the field by sharing content, commenting on posts, and joining industry groups.
- Find a Mentor: Look for someone who has experience in client services and can provide advice and encouragement.
Schwab’s collaborative culture makes networking easy. From team-building activities to mentorship programs, we create opportunities for employees to connect and grow together.
Tailor Your Resume and Prepare for Interviews
When applying for client services roles, your resume should highlight relevant skills, certifications, and experiences. Emphasize accomplishments that showcase your ability to communicate, solve problems, and deliver excellent customer experiences.
Prepare for Common Interview Questions
In interviews, you’ll likely be asked about your approach to customer service, problem-solving, and handling challenging situations. Here are a few examples:
- “How do you handle a difficult client interaction?”
- “Can you describe a time when you went above and beyond for a customer?”
- “What steps do you take to stay organized in a fast-paced environment?”
At Schwab, we look for candidates who are not only skilled but also aligned with our values of integrity, collaboration, and putting clients first.
Explore Career Opportunities at Schwab
If you’re ready to take the next step in your client services career, Charles Schwab offers a supportive and rewarding environment to grow. Here’s what sets us apart:
- Comprehensive Training: Our new hires participate in immersive training programs to build technical expertise and client service skills.
- Growth Opportunities: We offer clear career paths, whether you want to specialize in client support or transition into leadership.
- Work-Life Balance: Flexible schedules, wellness programs, and more ensure you can thrive personally and professionally.
Closing Thoughts
A career in client services is an opportunity to make a real difference in people’s lives while building a rewarding, versatile career. By developing the right skills, pursuing certifications, and gaining experience, you’ll be well-prepared to succeed in this dynamic field.
At Schwab, we’re committed to helping our client services professionals grow through comprehensive training, mentorship, and a culture that values collaboration and innovation. Because here, your success is our priority—and it all begins with putting clients first.
If you’re ready to start your journey, explore opportunities with us today.
(0325-41AF)