Client Service Excellence Representative - RS

About the role

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.” Our Client Service Excellence Center associates fulfill our mission by helping our clients through life's biggest moments – from buying their first home to preparing for retirement. In this role, you will connect with clients via inbound phone calls to assist with their account-related needs.

Responsibilities

• Partner with our clients via inbound phone calls to assist them with a wide range of financial inquiries, from account maintenance to identifying and resolving issues.
• Lead with empathy and an owner’s mindset to solve problems, help uncover client needs, and provide timely and accurate solutions to clients.
• Collaborate with internal departments through various strategic initiatives to continuously improve the client and “crew” experience.

Qualifications

• You don't 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 a passion for helping others, 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) skills.
• A strong sense of ownership for client outcomes—taking initiative and accountability, anticipating needs, and ensuring every interaction instills trust.
• A learner's attitude and an appetite to continuously build your knowledge.
• A high school, associate degree, or bachelor's degree.
• The SIE is a mandatory requirement of the job and must be obtained no later than 14 calendar days before identified start date. Vanguard will provide training resources and a voucher to cover the exam cost.

Benefits

Total potential compensation range for your first full year in this role is $60,500 - 67,500 ($52,000 -$58,000 base salary determined by skills and experience, plus quarterly performance-based bonuses, merit increases, and company bonuses) plus up to a $15,000 bonus upon obtaining the required licensing. We also believe in recognizing your commitment to excellence. To celebrate your dedication, we offer milestone rewards in this role: $10,000 at your 3-year anniversary, $20,000 at your 5-year anniversary, and $20,000 every 5 years thereafter.

Pay

Work Model: This role will be fully remote. Although this position is designated as fully remote, it is a condition of the role that you perform all of your work duties from within the state of Tennessee.

Licensing Requirement: The SIE is a mandatory requirement of the job and must be obtained no later than 14 calendar days before identified start date. Vanguard will provide training resources and a voucher to cover the exam cost.