Client Service Excellence Representative PA - Remote (Pipeline 2024)

Client Service Excellence Representative
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 Malvern, PA (19355) location.
At Vanguard, we have a client-first mentality that we live and breathe 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 expert, 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
Why Vanguard:
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.
In addition, Vanguard provides a competitive benefits package to all employees. A few of our benefits include:
• World class training and development programs to equip you with the tools to take the SIE and FINRA Series 7 and 63
• Performance-based incentives, paid in quarterly installments
• Industry-leading 3- and 5-year retention bonuses
• An annual bonus (known internally as partnership) based on company performance
• A $1,500 taxable annual FlexFund stipend that allows you to select from a wide variety of well-being and lifestyle expenses
• 18 PTO days and 10 federal holidays, with the unique ability to purchase an additional week of PTO
• Education benefits, including tuition reimbursement and assistance, designed to support you in furthering your education
• Industry-leading retirement savings – up to 4% matched contribution and 10% employer contribution without condition
• Best-in-class medical, dental, and vision coverage:
• HSA: optional Health Savings Account plans with guaranteed employer seed contributions as well as optional matching contributions for individual and family plans
• LYRA: a program to provide care for your emotional and mental health – how, when, and where you need it, at no cost to you.
• Strong parental leave, including adoption and surrogacy benefits – because we know every family looks different!
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
• A learner’s mindset and an appetite to continuously build your business acumen
• High school, associate degree, or bachelor’s degree
How you will make a difference:
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 – including 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 empathy and a problem-solving mindset to help uncover client needs and provide timely and accurate solutions
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 skillset to become a functional subject matter expert in your field
• Coaching by purpose-driven leaders to help you excel in this role
• Acumen 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
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. Vanguard is not offering relocation for this role.
Special Factors
Sponsorship
Vanguard is not offering visa sponsorship for this position.
About Vanguard
We are Vanguard. Together, we’re changing the way the world invests.
For us, investing doesn’t just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose – and that’s how we’ve become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.

We want to make success accessible to everyone. This is our opportunity. Let’s make it count.

Inclusion Statement

Vanguard’s continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: “Do the right thing.”

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard’s core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

Future of Work

During the pandemic, we transitioned to a work from home model for the majority of our crew and we continue to interview, hire, and on-board future crew remotely.

As we have developed the path forward, we have taken a thoughtful approach that both maximizes the advantages of working remotely and the many benefits of coming together and collaborating in a shared workspace. We believe that in-person interactions among our crew are important for preserving our unique culture and advantageous for the personal development of our crew.

When our Crew return to the office, many will work in our hybrid model. A smaller proportion of our crew will operate in the Work from Home work model (for example, field sales crew); or in the Work from Office model (for example, portfolio managers).

The working model that your role falls into will be communicated to you in the interview process – please do ask if you are unsure. We encourage you to make the decision regarding your job interview and offer knowing which model your role will fall into. We will test and learn as our ways of working evolve and will continue to evaluate working models along the way.

Salary Range:
$48,750.00 - $68,500.00

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