Client Service Excellence Representative (FINRA Licensed)

The Vanguard Group, Inc.; Tennessee; Hybrid; USD 71,000 - 82,000; Full time

Job summary

Vanguard Group, a leading investment management company, is seeking a Client Service Excellence Center associate to handle inbound client calls, resolve account-related inquiries, and deliver outstanding service from Tennessee.

The role emphasizes empathy, ownership, and collaboration across departments to continuously improve the client experience and support investors through major life moments.

Qualifications

• 3+ years of customer-facing and/or inbound phone experience.
• Strong ownership for client outcomes and accountability.
• Willingness to learn and grow within client service.

Responsibilities

• Handle inbound calls to assist with account-related inquiries and issues.
• Demonstrate empathy and ownership to resolve client needs and provide accurate solutions.
• Collaborate with internal teams to enhance the client and crew experience.

Skills

Customer service (inbound)

Ownership mindset

Willingness to learn

CRM skills

Education

High school diploma

Associate degree

Bachelor's degree

Tools

CRM software

Job description

Job Description Have your FINRA Series 7 and 63 and a passion for serving others? Join our team of “crew” as a Client Service Excellence Center associate!

About this Job:

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.” Our Client Service Excellence Center associates fulfill our mission by helping our clients through life's biggest moments – from buying their first home to preparing for retirement.

In this role, you will connect with clients via inbound phone calls to assist with their account-related needs. If you have a passion for helping others, building your client services skillset, and giving every investor the best chance for investment success, join our team of “crew” as a Client Service Excellence Center associate! At Vanguard, we believe in supporting our “crew” personally through all life stages.

Benefits & Compensation:

Total potential compensation range for your 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, you’ll receive a $20,000 licensing bonus for bringing your active SIE, Series 7, & Series 63 licenses.

We also believe in recognizing your commitment to excellence. To celebrate your dedication, we offer milestone rewards in this role:

• $10,000 at your 3-year anniversary
• $20,000 at your 5-year anniversary
• $20,000 every 5 years thereafter

Work Model:

This role will be fully remote. Although this position is designated as fully remote, it is a condition of the role that you perform all of your work duties from within the state of Tennessee.

Licensing Requirement:

To be considered for this role, you must hold active FINRA Series 7 and Series 63 licenses. If you do not currently have these licenses or only hold partial licensing, we invite you to explore our other Client Service Excellence Center opportunity—a fully remote role based in Tennessee.

Responsibilities:

We are here to simplify the world of investing, meet our clients where they are, and ensure they feel fully supported when they call into Vanguard. As a Client Service Excellence Center associate, you will:

• Partner with our 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.

What it takes:

• 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.
• 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.
• A desire for stability and takes pride in building a long-term career in client service.

Special Factors 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. Vanguard, one of the world's leading investment management companies, serves individual investors, institutions, employer-sponsored retirement plans, and financial professionals. We have a diverse and talented crew with a culture that promotes teamwork, along with an unwavering focus on serving our clients' best interests.