Client Relationship Associate

2 weeks ago

Scottsdale, United States Randstad USA Full time

Client Relationship Associate - COO/OB


  • Start 6/24/24
  • Pay Rate: $20/hr and after 2 months pay rate increases to $23/hr
  • This role requires an internet speed test that meets this assignment's expectation of 1Gbps download speed (100mbps) and at least 30 Mbps upload speed. You will also need to ensure that your work station is near a router so you can use the company provided Ethernet cable to connect to the internet at your house; you are not permitted to use wifi in this role. During your first week there will be an internet speed test administered to ensure you meet the requirements of the role.
  • 9 week training provided by Vanguard University and the Personal Investor Support Team
  • Hours during training - 8:30am-5:00pm local time Monday through Friday
  • Work hours: 9:30am-6pm local time (shift will be assigned based on business need)

● (37.5 hr work week during the slow season. 40 hr work week during tax season)

  • 100% attendance required during the first 9 weeks of employment
  • Occasional overtime available based on business needs


Vanguard is one of the world's largest investment companies, known for its client-first focus, high ethical standards, and collaborative, team-oriented culture.


What you’ll be doing:

Working as a Randstad Associate answering investors’ questions about different Vanguard retail account types, making changes to accounts, and helping them to navigate the Vanguard website. You’ll be much more than a customer service professional. You’ll be a technical subject matter expert (paid training provided). You will be using virtual technology to connect with clients and understand their unique circumstances to position the appropriate solutions or actions. In the Change of Ownership Department, you will be able to provide clients with a seamless transition process when their life events require them to make changes to their Vanguard accounts (loss of a loved one, making a gift).


This job is for you if you:

  • Have a passion for helping others and being able to demonstrate patience, care, professionalism, and dedication to servicing client’s needs
  • Have an empathetic predisposition and can navigate difficult and sensitive client situations well
  • Have strong verbal/written communication skills to relay complexed information that can easily be understood as well as documenting clear and detailed case notes
  • Have an attention for detail, thoroughness, and consistency in the work produced and upholding to high standards
  • Are a fast learner, can multi-task and have a passion for continuous learning to become a subject-matter expert to provide a world-class service
  • Demonstrate self-sufficiency by using resources to find solutions for clients and accomplishing their request effectively while maintaining efficiency to meet department metrics
  • Have strong organization skills to be able to prioritize client requests and can adapt in a fast-paced and changing work environment
  • Are open to working with Randstad as an agency


Core Responsibilities:

  • Taking inbound calls to the Change of Ownership Department to assist clients with changes to their accounts after they’ve experienced a life-changing event (opening new accounts, transferring assets, updating account information)
  • Familiarity with different investment account types (IRA, Individual, trust accounts) and being able to understand basic rules and regulations governing the different account types
  • Providing guidance to beneficiaries when inheriting Vanguard account holder’s assets including assisting with web registration, pre-filling forms, and explaining the inheritance process and paperwork required
  • Completing administrative tasks when notified of a client’s passing such as placing restrictions to secure decedent’s information and assets
  • Documents and notates clear and detail client interactions for case notes
  • Navigates multiple computer screens, resources, and software to provide accurate responses to client inquiries
  • Develops basic knowledge of Vanguard funds, products, and services, and of the overall Financial Services industry

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