Client Service Excellence Representative Texas – 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 Plano, TX (75024) 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 $10,000 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 licen