Client Service Excellence Representative

Vanguard Group; Charlotte (NC); Hybrid; USD 56,000 - 63,000; Full time

Job summary

Vanguard seeks a Client Service Excellence Representative to connect with Personal Investor clients by inbound calls, guiding them through account questions and onboarding. This role requires a Series 7 and 63 license and offers a comprehensive training program with hybrid licensing.

After completing training, the position may be remote, with a compensation range of $56,000–$63,000 plus bonuses. The ideal candidate has strong client service experience, a desire for stability, and a commitment to

Qualifications

• 3 years of customer-facing and/or in-bound phone experience, demonstrated by strong interpersonal and client relationship management (CRM).
• Desire for stability and longevity in a role.
• Learner’s attitude and an appetite to continuously build your financial knowledge.
• High school, associate degree, or bachelor’s degree.
• Series 7 and 63 regulatory license and/or registration may be required by Compliance.

Responsibilities

• Respond to inbound client inquiries via phone and assist with account-related questions.
• Maintain strong performance metrics.
• Increase functional expertise through upskilling and training programs.
• Lead with compassion and provide timely, accurate solutions to client needs.

Skills

Customer service

Inbound phone experience

CRM

Client relationship management

Learning mindset

Financial knowledge

Education

High school diploma

Associate degree

Bachelor's degree

Job description

About this Job:

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 Charlotte, NC (28217) location.

At Vanguard, we have a client-first mentality that we realize 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 guide, 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.

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 $12,500 bonus within the first few months of hire upon obtaining the required licensing.

Responsibilities:

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 – from 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 compassion and a problem-solving mentality to help uncover client needs and provide timely and accurate solutions.

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. This position is not intended as a stepping-stone for advancement into other roles and incentives individuals looking for a career in client service.
• A learner’s attitude and an appetite to continuously build your financial 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.

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 licensing program, focused on supporting individuals without a financial background to pass their SIE and FINRA Series 7 & 63. After joining corporate orientation, you will go straight into our licensing and training program, which normally takes around 7 months based on current licenses held.
• Access to learning and development resources to equip and empower you with the skills to become a functional subject matter expert in your field.
• Coaching by leaders to help you excel in this role.
• Knowledge building on services and processes to equip you with the expertise necessary to have meaningful conversations with our clients.
• Quarterly in-office collaboration activities to build a culture of teamwork, engagement, and inclusion.

Special Factors:

Please note new hires may need to be full jurisdiction registered in all US states and territories.

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.