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Client Service Excellence Representative

Employer
Vanguard
Location
Scottsdale, Arizona
Salary
Commensurate with Experience
Closing date
Dec 18, 2024
View more categoriesView less categories
Job Role
Financial Advisor
Employment Type
Full Time
Experience Level
5 to 9 years
CFP® Certification
Required

Job Details

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 learner's attitude and an appetite to continuously build your financial knowledge.
  • High school, associate degree, or bachelor's 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 mission-we'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

Vanguard's 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 diverse-one 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 progress-from 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, we're on a mission. We are fueled by the value of diverse voices and connected through friendships and a culture of care-for our clients, our communities, and each other.

Vanguard's 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.

Our commitment to you
Vanguard takes the same long-term view of your success-at work and in life-with Benefits and Rewards packages that reflect what you care about, throughout all the phases and stages of your life.

Our Total Rewards programs provide you and your loved ones with wellness support for key areas in your life:

Financial wellness
We're committed to enabling your financial success and provide competitive offers and programs.

Physical wellness
We're committed to providing benefits that support your physical health and wellness.

Personal wellness
We're committed to providing resources that help support the full scope of your life.

Learn more about our complete benefits and rewards package

Our commitment to equal employment opportunity

Vanguard is an equal opportunity employer. Vanguard is committed to providing all crew members a working environment that is free from discrimination, prejudice and bias. Through this Equal Employment Opportunity (EEO) Policy, Vanguard reaffirms its commitment to equal employment opportunity for all applicants and crew members without regard to race, color, national origin or ancestry, religion, gender, sex, sexual orientation, gender identity or expression, age, disability, marital status, veteran or military status. In addition, Vanguard prohibits discrimination based on genetic information, as well as any other characteristic protected by federal, state or local law.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Vanguard. Please informcareers@vanguard.comif you need assistance completing this application or to otherwise participate in the application process.

Let's get started

Our commitment to equal employment opportunity

Vanguard is an equal opportunity employer. Vanguard is committed to providing all crew members a working environment that is free from discrimination, prejudice and bias. Through this Equal Employment Opportunity (EEO) Policy, Vanguard reaffirms its commitment to equal employment opportunity for all applicants and crew members without regard to race, color, national origin or ancestry, religion, gender, sex, sexual orientation, gender identity or expression, age, disability, marital status, veteran or military status. In addition, Vanguard prohibits discrimination based on genetic information, as well as any other characteristic protected by federal, state or local law.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Vanguard. Please informcareers@vanguard.comif you need assistance completing this application or to otherwise participate in the application process.

A culture of care and respect

Financial wellness

From competitive compensation packages to industry-leading retirement savings plans and everything in-between, your long-term financial success is literally our business. You can feel confident that we're focused on your financial wellbeing.

Physical wellness

We understand that being at your best means prioritizing your physical wellness. Vanguard offers best-in-class medical coverage and on-site clinics and fitness centers, plus savings plans for medical expenses now and in retirement.

Personal wellness

Access to leading mental health resources and providers and generous paid time off will give you the space and resources you need to build the life you want.

Learning and development

We offer educational and training opportunities and leadership support. We also have educational assistance plans and encourage professional designations, mentoring, and formal coaching and training.

Recognition

We're all about recognizing our coworkers for a job well done. We love confirming value and showing gratitude. Plus, recognition is contagious-it improves team dynamics and increases engagement.

Diversity, equity, and inclusion

Having a diverse community is part of how we deliver on our mission to take a stand for all investors. Our diverse teams and inclusive environments enable our crew to perform at their best.

Community

Our community stewardship is active and powered by the spirit of our crew members. We make it easy to volunteer and support our local communities.

Mission driven; client focused

What we do matters. The financial security of our investors isn't something we take lightly. We come to work each day to take a stand for all investors, focus on their long-term outcomes, and do the right thing.

Company

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