Client Service Excellence Representative - Investor Relations and Support at Vanguard

Join Vanguard's Mission-Driven Team as a Client Service Excellence Representative

Embark on a rewarding career journey with Vanguard, a pioneer in the financial services industry, dedicated to helping investors achieve their long-term financial goals. We are seeking a highly motivated and customer-focused individual to join our team as a Client Service Excellence Representative. This role offers a unique opportunity to make a positive impact on our clients' lives while growing your skills and expertise in a dynamic and supportive environment.

About Vanguard and Our Mission

At Vanguard, we are driven by a client-first mentality, as reflected in our mission: "to take a stand for all investors, to treat them fairly, and to give them the best chance for investment success." With a legacy of innovation and customer-centricity, we have established ourselves as a trusted leader in the financial services industry. Our commitment to diversity, equity, and inclusion is central to our ability to deliver on our mission, and we strive to create a work environment that is inclusive, equitable, and diverse.

Job Summary

As a Client Service Excellence Representative, you will play a critical role in delivering exceptional client experiences through inbound phone calls, responding to account-related inquiries, and providing timely and accurate solutions. This role requires a strong and diverse skillset, including excellent communication and interpersonal skills, a customer-centric mindset, and a desire to continuously grow your expertise. If you are passionate about helping others and are seeking a challenging and rewarding opportunity, join our team of "crew" members at Vanguard.

Key Responsibilities

• Respond to a wide range of inquiries from Personal Investor clients, including financial inquiries, onboarding new clients, and supporting them through their retirement.
• Maintain strong performance metrics, including productivity, quality, and customer satisfaction.
• Increase functional expertise through direct upskilling and training programs, becoming a subject-matter guide for clients.
• Lead with compassion and a problem-solving mentality to help uncover client needs and provide timely and accurate solutions.
• Collaborate with colleagues to share knowledge, best practices, and feedback to enhance client experiences.
• Participate in quarterly in-office collaboration activities to build a culture of teamwork, engagement, and inclusion.

Requirements and Qualifications

We welcome individuals from all backgrounds, and the most important qualifications are strong client service experience and a desire to continuously grow your expertise. To be successful in this role, you should possess:

• 3+ years of customer-facing and/or in-bound phone experience, demonstrated by strong interpersonal and client relationship management (CRM) skills.
• A desire for stability and longevity in a role, with a focus on building a long-term career in client service.
• A learner's attitude and an appetite to continuously build your financial knowledge.
• A high school, associate degree, or bachelor's degree.
• A Series 7 and 63 regulatory license and/or registration (e.g., FINRA, state, SFC), which will be determined by Compliance based on role-specific duties.

What We Offer

At Vanguard, we are committed to supporting our "crew" members personally and professionally, offering a range of benefits and opportunities for growth and development:

• Fully paid training and incentivized hybrid licensing program, focused on supporting individuals without a financial background to pass their SIE and FINRA Series 7 & 63.
• Access to learning and development resources to equip and empower you with the skills to become a functional subject matter expert in your field.
• Coaching by leaders to help you excel in this role.
• Knowledge building on services and processes to equip you with the expertise necessary to have meaningful conversations with our clients.
• Quarterly in-office collaboration activities to build a culture of teamwork, engagement, and inclusion.
• A competitive salary, with a total potential compensation range for your first full year in this role of $56,000 - $63,000 ($48,750 -$55,000 base salary determined by skills and experience, plus quarterly performance-based bonuses, merit increases, and company bonuses).
• Up to a $12,500 bonus within the first few months of hire upon obtaining the required licensing.

Work Environment and Culture

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. Our culture is mission-driven, collaborative, and supportive, with a strong commitment to diversity, equity, and inclusion.

Career Growth Opportunities

At Vanguard, we are committed to helping our crew members grow and develop their skills and expertise. This role offers opportunities for career advancement, professional growth, and continuous learning, including:

• Professional development programs and training.
• Mentorship and coaching.
• Leadership opportunities.
• Cross-functional collaboration and knowledge sharing.

Compensation and Benefits

We offer a comprehensive compensation package, including:

• Competitive salary.
• Performance-based bonuses.
• Merit increases.
• Company bonuses.
• Fully paid training and licensing programs.
• Access to learning and development resources.
• Quarterly in-office collaboration activities.

How to Apply

If you believe you have what it takes to join our team as a Client Service Excellence Representative, submit your application without delay. We are keen to hear from talented candidates like you.

Apply now and embark on a rewarding career journey with Vanguard!