Client Service Excellence Representative (FINRA Licensed)

The Vanguard Group•Louisville, KY

7d•Remote

About The Position

Vanguard has a client-first mentality that is lived and breathed every day through its mission to "take a stand for all investors, to treat them fairly, and to give them the best chance for investment success." The Client Service Excellence Center associates fulfill this mission by helping clients through life's biggest moments – from buying their first home to preparing for retirement. In this role, associates connect with clients via inbound phone calls to assist with their account-related needs. The role offers a passion for helping others, building client services skillset, and giving every investor the best chance for investment success. Vanguard believes in supporting its crew personally through all life stages with a benefits package designed with the crew in mind, including benefits centered around financial and career stability, longevity, and balance. The total potential compensation range for the first full year in this role is $70,500 - $81,500 ($62,000 - $72,000 base salary determined by skills and experience, plus quarterly performance-based bonuses, merit increases, and company bonuses). In addition, a $20,000 licensing bonus is offered for bringing active SIE, Series 7, & Series 63 licenses. Milestone rewards are also offered: $10,000 at the 3-year anniversary, $20,000 at the 5-year anniversary, and $20,000 every 5 years thereafter. This role is fully remote, with the condition that all work duties are performed within the state of Kentucky. To be considered, active FINRA Series 7 and Series 63 licenses are required.

Requirements

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.
A Series 7 and 63 regulatory license and/or registration (e.g. FINRA, state, SFC).
A desire for stability and takes pride in building a long-term career in client service.

Nice To Haves

FINRA Series 7 and 63 licenses

Responsibilities

Partner with 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.