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Client Service Excellence Representative

4 weeks ago

Scottsdale, Arizona, United States Vanguard Full time
Client Service Excellence Representatives connect with clients via inbound phone calls to assist with their account-related inquiries, function as a subject-matter guide, and cultivate an excellent client experience.

About this Job:

Work Model: This role will be remote once you complete our required hybrid licensing and training program.

Location: This role is only open to individuals living within a 50-mile radius of our Scottsdale, AZ (85260) location.

At Vanguard, we have a client-first mentality that we realize every day through our mission, to take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

In this role, you will connect with clients via inbound phone calls to assist with their account-related inquiries, function as a subject-matter guide, and cultivate an excellent client experience. If you are passionate about helping others and are seeking an opportunity to use your customer service experience to positively impact our investors, join our team of crew as a Client Service Excellence Representative.

At Vanguard, we believe in supporting our crew personally through all life stages. Our benefits package was designed with you in mind, including benefits centered around financial and career stability, longevity, and balance. Total potential compensation range for your first full year in this role is $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) upon achieving performance standards plus up to a $12,500 bonus within the first few months of hire upon obtaining the required licensing.

Responsibilities:

We are here to simplify the world of investing, meet our clients where they are, and ensure they feel supported when they call in to Vanguard. As a Client Service Excellence Representative, you will:

  • Respond to a wide range of inquiries from our Personal Investor clients from financial inquiries like onboarding new clients to supporting them through their retirement.

  • Maintain strong performance metrics.

  • Increase functional expertise through direct upskilling and training programs.

  • Lead with compassion and a problem-solving mentality to help uncover client needs and provide timely and accurate solutions.

What it takes:

You do not have to be a financial expert to be an advocate for our clients

This role at its core has one main goal: to create and maintain exceptional client experiences.

We welcome, and encourage, individuals from all backgrounds -- the most important things you need are strong client service experience and a desire to continuously grow your expertise. We have seen most success from individuals with:

  • 3+ years of customer-facing and/or in-bound phone experience, demonstrated by strong interpersonal and client relationship management (CRM).

  • A desire for stability and longevity in a role. This position is not intended as a stepping-stone for advancement into other roles and incentives individuals looking for a career in client service.

  • A learners attitude and an appetite to continuously build your financial knowledge.

  • High school, associate degree, or bachelors degree.

  • This job requires a Series 7 and 63 regulatory license and/or registration (e.g. FINRA, state, SFC). These will be determined by Compliance based on role-specific duties.

How we will help:

Choosing the next step in your career path can be a difficult decision we are here to support you to ensure you thrive at Vanguard. Our training and development program is designed with crew in mind. We will provide you with:

  • 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. After joining corporate orientation, you will go straight into our licensing and training program, which normally takes around 7 months based on current licenses held.

  • 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.

Special Factors:

Please note new hires may need to be full jurisdiction registered in all US states and territories.

Vanguard is not offering visa sponsorship for this position.

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard, we don't just have a missionwe're on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.

Our commitment to diversity, equity, and inclusion

Vanguards commitment to diversity, equity, and inclusion (DEI) is central to our ability to deliver on our mission. We aspire to create a work environment that is inclusive, equitable, and diverseone that enables our employees, whom we call crew, to thrive and bring their best selves to work every day on behalf of our clients.

Cultivating DEI lifts our entire organization, and everyone shares accountability for our progressfrom our senior leaders who lay the foundation and set the example for inclusive behaviors to crew who are growing in their personal DEI learning experiences.

Together, were on a mission. We are fueled by the value of diverse voices and connected through friendships and a culture of carefor our clients, our communities, and each other.

Vanguards DEI journey has no finish line. Our commitment is enduring, and we remain focused on the path ahead. To learn more about Vanguard goals and progress toward DEI, download our Diversity, Equity, and Inclusion Report.

How We Work

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. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.