Client Service Excellence Representative at Vanguard

Malvern, Pennsylvania, United States

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$48,750 – $55,000Compensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Investment ManagementIndustries

Requirements

Live within a 50-mile radius of Malvern, PA (19355)
3+ years of customer-facing and/or inbound phone experience, with strong interpersonal and client relationship management (CRM) skills
Desire for stability and longevity in a client service career (not a stepping-stone role)
Learner’s attitude and appetite to continuously build financial knowledge
High school, associate degree, or bachelor’s degree
Obtain Series 7 and 63 regulatory licenses (provided through company training program)

Responsibilities

Respond to a wide range of inquiries from Personal Investor clients, including financial inquiries like onboarding new clients and supporting them through retirement
Maintain strong performance metrics
Increase functional expertise through direct upskilling and training programs
Lead with compassion and a problem-solving mentality to uncover client needs and provide timely and accurate solutions
Connect with clients via inbound phone calls to assist with account-related inquiries and cultivate an excellent client experience

Skills

Key technologies and capabilities for this role

Customer ServiceInbound Phone SupportClient OnboardingAccount ManagementFinancial InquiriesRetirement SupportPerformance Metrics

Questions & Answers

Common questions about this position

What is the compensation for this role?

Total potential compensation range for the first full year is $56,000 - $63,000, including $48,750 - $55,000 base salary plus quarterly performance-based bonuses, merit increases, and company bonuses, plus up to a $12,500 bonus within the first few months upon obtaining required licensing.

Is this role remote, and what are the location requirements?

The role is remote once you complete the required hybrid licensing and training program, but it is only open to individuals living within a 50-mile radius of Malvern, PA (19355).

What skills and experience are required for this position?

The role requires 3+ years of customer-facing and/or inbound phone experience with strong interpersonal and client relationship management skills, a learner’s attitude to build financial knowledge, and a desire for stability and longevity in client service.

What is the company culture like at Vanguard?

Vanguard has a client-first mentality, focusing on treating investors fairly and giving them the best chance for success, while supporting crew members personally through all life stages with benefits for financial stability, career longevity, and balance.

What makes a strong candidate for this role?

Strong candidates have 3+ years of customer-facing or inbound phone experience with demonstrated interpersonal and CRM skills, a desire for long-term stability in client service rather than advancement elsewhere, and a learner’s attitude to grow financial expertise.

Vanguard

Client-owned investment management firm offering low-cost funds

About Vanguard

Vanguard provides financial services with a focus on investment management. The company offers a variety of products, including mutual funds, exchange-traded funds (ETFs), individual retirement accounts (IRAs), and 401k rollovers, aimed at individual investors, financial advisors, and institutions. Vanguard's unique ownership structure means it is owned by its funds, which are in turn owned by the clients, allowing it to prioritize the needs of its investors over external shareholders. This model enables Vanguard to offer low-cost investment options, as it primarily earns revenue through management fees that are generally lower than industry standards. Additionally, Vanguard provides personalized investment advisory services, charging fees based on the assets managed. The company's goal is to help clients grow their wealth and achieve their financial objectives through effective investment strategies, while maintaining a competitive performance track record.

Kline Township, PennsylvaniaHeadquarters

1975Year Founded

SECONDARYCompany Stage

Fintech, Financial ServicesIndustries

10,001+Employees

Benefits

Best-in-class medical, dental & vision coverage

Onsite health clinic & fitness center

Health Smart Rewards program

Vanguard Retirement Savings Plan

Education Benefits

PTO

Family Planning Benefist

Parental leave

Personal development opportunities

Volunteer Time Off

Risks

Competition from AI-driven platforms like Writer challenges Vanguard's traditional advisory services.

Vanguard's stake in Steelcase exposes it to the volatile furniture market.

New active bond ETFs may struggle in a low-yield environment with increasing competition.

Differentiation

Vanguard is client-owned, aligning its interests with investors, unlike traditional firms.

The firm offers low-cost investment products, making it attractive to cost-conscious investors.

Vanguard's ownership structure allows it to focus on long-term investor value.

Upsides

Vanguard's new active bond ETFs offer diversified, low-cost fixed income options.

The acquisition of Steelcase shares diversifies Vanguard's portfolio into the furniture industry.

Launching the International Dividend Growth Fund appeals to investors seeking sustainable dividend growth.

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