Client Service Excellence Representative

Are you ready to help us redefine what exceptional client service looks like? Join our team of “crew” as a Client Service Excellence Center associate!

About this Job:

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.” 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.

If you have a passion for helping others, building your client services skillset, and giving every investor the best chance for investment success, join our team of “crew” as a Client Service Excellence Center associate!

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 $60,500 - $81,500 ($52,000 -$72,000 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

• $20,000every 5 years thereafter

Work Model: This role will be remote once you complete our required hybrid licensing and training program. This role is only open to individuals living within a 50-mile radius of our Charlotte, NC (28217) location.

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.

Responsibilities:

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

• 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.

What it takes:

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.

• 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.

• A desire for stability and takes pride in building a long-term career in client service.

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.

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.