Grow Your Career: From Client Service & Support to Leadership and Operations.
By: Beau H., Sr Content Manager
At Charles Schwab, a role in Client Service & Support (CS&S) is more than just a job – it’s the start of something bigger. From the very first day on the phones, Schwabbies gain an inside view of how the business operates, how clients think, and how every part of the firm works together to deliver a seamless experience.
View current Client Service & Support opportunities
For many, those first months in CS&S are where curiosity meets opportunity. They earn licenses, master complex financial concepts, and develop a deep understanding of Schwab’s products and services. They also hone skills that are essential to leadership: clear communication, problem-solving under pressure, and a client-first mindset.
These experiences don’t just shape better service professionals – they create a foundation for future leaders. Over time, many Schwabbies leverage their CS&S experience to move into new areas of the firm, from finance and technology to operations, strategy, and risk management.
In Part 3 of our Grow Your Career: CS&S & Beyond series, we spotlight two professionals who took their early client service experience and used it as a springboard into leadership and operational services. Their stories illustrate how investing in your growth early on – and taking advantage of Schwab’s culture of internal mobility – can lead to meaningful, long-term career development.
From CS&S to Strategic Risk Leadership
When Hunter C. joined Schwab in 2021 as a Financial Service Professional, he was looking for a place to build a career. He entered CS&S at a time when Schwab, like many organizations, was evolving rapidly to support clients in a digital-first world. The environment was fast paced, the learning curve was steep, and every day brought new opportunities to develop skills that would carry him forward.
“CS&S was crucial for my development,” Hunter reflects. “Every day on the phone was an opportunity to learn how to effectively ask questions and then be able to articulate complex matters in an understandable way. CS&S gave me the opportunity to be a leader outside of my own team. I worked consistently with managers, learning different leadership and communication methods. I would not have been successful in my role within supervision without my background in CS&S.”
Building a Strong Foundation
Hunter embraced every learning opportunity available to him. He earned his Series 9/10 licenses to support supervisory functions and took on stretch assignments that expanded his skill set. In 2022, he moved to a Trader team, where he focused on learning as much as possible while establishing himself as a leader. He took part in Schwab’s Aspiring Talent Academy just before making the move into his current role.
His curiosity and willingness to grow helped him stand out. Through each step, Hunter built the communication, analytical, and leadership skills that became the backbone of his career progression.
Transitioning to a New Chapter
In 2023, Hunter transitioned into a new role as a Manager in Supervision and Controls, where he focused on operational oversight and strategic risk management. Now a Sr Manager, he and his department play a critical role in ensuring Schwab operates responsibly and in alignment with regulatory standards.
“Our group’s mission is to be a trusted business partner who proactively identifies, analyzes, and mitigates risks across all aspects of our organization,” he explains. “We provide comprehensive training and education to empower team members with the knowledge and skills necessary to make informed risk management decisions, ensuring the safety, integrity, and sustainable growth of our operations.”
The shift from a client-facing role to a strategic risk function may seem like a leap, but for Hunter, the transition felt natural. The same communication and leadership skills that helped him support clients now help him collaborate across business units, interpret complex regulations, and guide teams through critical scenarios.
Leading Through Collaboration
In his current role, Hunter values the flexibility and trust that come with managing his own schedule, as well as the opportunity to collaborate closely with other managers. He plays an active role in enhancing business continuity and supporting work-life balance for teams – skills that trace back to his early days in CS&S.
“I appreciate having a voice and collaborating with managers on enhancing business continuity and work-life balance,” he says. “This role grants flexibility in scheduling and the trust to manage one’s own time, allowing for increased discretion.”
Hunter’s story is a clear example of how Schwab’s internal mobility framework supports employees who want to grow. By leaning into opportunities, building leadership skills early, and seeking out development programs, he charted a path from service specialist to strategic leader in just a few years.
“Take control of your career,” Hunter advises those just starting their CS&S journey. “Make connections, ask questions, and embrace challenges. Every stretch assignment and tough day contributes to your long-term goals.”
From Service to Operations Leadership
While Hunter’s path took him into the world of risk and supervision, Rosie N. forged her leadership journey in Retirement Distribution Operations (RDO), an area where precision, collaboration, and client empathy are essential.
Rosie’s story begins in 2018 at a competitor’s company, where she started as a contractor. She quickly proved herself as a dedicated team member, known for her adaptability and willingness to take on new challenges. When Schwab and the competitor merged, Rosie seized the moment to continue growing within the combined organization.
Growing Through CS&S
After becoming a licensed broker, Rosie moved into an Onboarding Specialist role, where she supported new hires and helped teams adapt to changing systems and client needs. Later, she took on the challenge of managing second-shift teams in CS&S, a role that required balancing operational demands with leadership responsibilities.
“The knowledge I gained while working second shift in CS&S was invaluable,” Rosie shares. “It made me more adaptable and helped me grow as a leader. Being an Onboarding Specialist also taught me how to coach and develop others—something I rely on daily as a people leader.”
Managing second shift meant that Rosie often worked with a smaller but highly focused group, handling complex client issues that didn’t always fit the mold of daytime operations. It was a role that demanded resilience, creativity, and a deep understanding of both systems and people.
Transitioning to Retirement Distribution Operations
Rosie’s adaptability and leadership didn’t go unnoticed. When the opportunity arose to move into Retirement Distribution Operations (RDO) – a critical area supporting clients and advisors with everything from distributions to conversions – she stepped forward. Today, she serves as a Team Manager, leading a hybrid team of specialists who handle both written client requests and real-time calls with advisors and service teams.
“RDO helps simplify complex retirement account requests for clients and advisors,” Rosie explains. “We work on everything from distributions to conversions, always aiming to make things easy to understand and execute.”
Her team’s work touches thousands of clients every year, ensuring that retirement transactions are executed accurately and efficiently. Rosie’s leadership helps create the operational stability and clarity that clients and advisors rely on.
“I manage a hybrid team of RDO Specialists who handle both written client requests and real-time calls,” she says. “We help ensure retirement processes run smoothly and deliver a great client experience.”
Leading Through Experience
Rosie’s leadership philosophy is deeply shaped by her CS&S experience. She knows what it’s like to be on the front lines, talking to clients, solving problems in real time, and navigating the unexpected. That perspective now informs how she leads and develops her team.
Her story underscores a key truth at Schwab: frontline service experience isn’t just relevant to leadership, it’s foundational. By understanding the client experience firsthand, Rosie can design better processes, support her team with empathy, and lead with both strategic insight and operational savvy.
The Power of Experience: CS&S as a Leadership Springboard
Hunter and Rosie’s journeys may have taken them in different directions, but they share a common thread: both started by building a strong foundation in Client Service & Support.
In CS&S, they learned how Schwab works from the ground up. They developed resilience, communication skills, and an instinct for putting clients first. They took advantage of internal mobility, leadership development programs, and mentorship to chart their paths forward.
Their stories mirror those of many other Schwabbies who began their careers on the phones and grew into roles in finance, technology, leadership, and operations – stories we’ve highlighted throughout this three-part series.
This kind of career growth doesn’t happen by accident. It happens because Schwab invests in its people. From licensing and training to mobility frameworks and leadership academies, employees are supported at every stage of their journey.
Ready to Grow with Us?
If you’re looking to build a career with depth, purpose, and possibility, then a role in Client Service & Support may be the best place to start.
Whether your path leads toward leadership, specialized financial expertise, or innovative technology solutions, the skills you build in CS&S are transferable, valued, and powerful. You’ll be surrounded by a culture that encourages curiosity, supports development, and opens doors across the firm.
Explore our current Client Service & Support opportunities and start building your professional foundation today. Also, check out our Beyond CS&S Pt.1 and Beyond CS&S Pt.2 blogs to read other stories of growth at Schwab.
(0425-FPFW)