High Net Worth Client Case Representative, Senior Associate

In this role, you will:

• Serve as the initial point of contact for UHNW clients. Respond to inbound requests for investment, fund, and account information. Resolve complex account issues.
• Leverage the Professional Selling Skills framework to discover client needs and deepen client relationships with Relationship Managers.
• Provide exceptional service to UHNW clients and handle requests with efficiency and quality.
• Anticipate client needs to proactively offer solutions.
• Collaborate with business partners and Relationship Managers to protect and maintain the UHNW client experience.
• Document UHNW client and team feedback in support of service improvement efforts within the business.
• Develop and maintain proficient knowledge of Vanguard funds, products, and services. Understands the overall Financial Services industry and related legal, tax, and regulatory issues to guide clients.
   

What it takes:

• Securities Industry Essentials (SIE) certification is required to be obtained no later than 14 days prior to your start date. 
• This job requires FINRA Series 7 and 66 (or ability to obtain within 90 days of joining) regulatory licenses and/or registration (e.g. FINRA, state, SFC). These will be determined by Compliance based on role-specific duties.
• CRM skills - ability to build rapport and leverage the Professional Selling Skills framework to uncover additional needs of our UHNW client base.
• Investment Acumen - ability to navigate portfolio allocation conversations, discuss investment cost basis and asset location as well as mutual fund and investment trade basics.

How we will help:

• In this role, you will be trained on: Vanguard’s Personal Investor business with specific dedication to our UHNW business; understanding of our working model with Relationship Managers and Relationship Executives; when to leverage business partners; and general knowledge and topics needed for the role.
• Fully paid training, coaching, and continuous support needed to obtain the FINRA Series 7 & 66 (if not held prior to employment).
• Access to learning and development resources to equip and empower you with the skillset to continuously improve and problem solve in collaboration with your peers and business partners.
• Hands-on coaching by purpose-driven leaders to help you excel in your current role and prepare you for the next.
• Acumen building on our products and services to equip you with the expertise necessary to have meaningful conversations with our clients.

Qualifications:

• Minimum of three years related work experience in the Financial Services industry.
• Experience in client services preferred.
• Undergraduate degree or equivalent combination of training and experience required.
• This job requires a regulatory license and/or registration (e.g. FINRA, state, SFC). These will be determined by Compliance based on role-specific duties.

Why Vanguard

At Vanguard, we believe in supporting our “crew” personally through all life stages.  

Total potential compensation for this role is $78,000-$88,000 ($64,000-74,000 base salary plus up to a $12,500 bonus and additional hourly pay) within your first year upon obtaining the required licensing and achieving performance standards. 

In addition, Vanguard provides a competitive benefits package to all employees. Some of our benefits include: 

• World class training and development programs to equip you with the tools to take the FINRA Series 7 and 66.
• A $1,500 taxable annual FlexFund stipend that allows you to select from a wide variety of well-being and lifestyle expenses.
• An annual bonus (known internally as Partnership) based on company performance.
• 18 PTO days and 10 federal holidays, with the unique ability to purchase an additional week of PTO.
• Industry-leading retirement savings – up to 4% matched contributions, and 10% employer contribution without condition.
• Best-in-class medical, dental, and vision coverage with on-site health perks: 
  • CrewCare: our own onsite health-clinic for you and your loved ones.
  • ShipShape: onsite fitness center.
  • LYRA: a program to provide care for your emotional and mental health – how, when, and where you need it, at no cost to you.
• Education benefits including tuition reimbursement designed to support you in furthering your education.
• Strong parental leave, including adoption and surrogacy, benefits