Client Service Excellence Representative (FINRA Licensed)

Vanguard; United States; Remote; USD 71,000 - 82,000; Full time

Job summary

Vanguard in the United States is seeking a Client Service Associate who handles inbound calls to assist with account-related needs. This fully remote role requires performing all work from Kentucky and holding FINRA Series 7 and Series 63 licenses.

You will engage with clients with empathy, resolve issues, and collaborate with internal teams to improve the client experience. A high school diploma or higher is required, with 3+ years of customer-facing service.

Qualifications

• 3+ years of customer-facing and/or inbound phone experience.
• Must hold Series 7 and Series 63 licenses; licensing requirements per role.
• Holds a high school diploma or higher; strong interpersonal skills.

Responsibilities

• Handle inbound calls to assist clients with account-related needs.
• Demonstrate empathy and ownership to solve problems and identify client needs.
• Collaborate with internal departments to improve the client and crew experience.

Skills

Customer service

Inbound phone calls

CRM skills

Ownership mindset

Learner mindset

Education

High school diploma

Associate degree

Bachelor’s degree

Tools

CRM software

Job description

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.

Benefits

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 $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 Kentucky.

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 - fully remote role based in Kentucky.

Responsibilities

• 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.