Vanguard Digital Advice, Client Support Representative

Job Description

Background:

At Vanguard, we’re taking a stand for all investors. You can help us advance this mission by joining Vanguard as we strive to redefine the advice industry. Vanguard’s focus on advice is directly aligned with the firm’s mission to give investors the best chance for investment success. Vanguard firmly believes advice drives better outcomes for investors and is committed to making it more accessible, affordable, and personal.

Since launching in 2015, Vanguard’s Personal Advisor Services (PAS) has successfully met the advice needs of our investors with assets greater than $50,000 through a high-tech, high-touch model that includes an online experience coupled with access to a professional advisor. In 2020, Vanguard Digital Advisor expanded our line-up to fill an important role in our suite of advice offers. Most recently, we took the next step forward by enabling a seamless hybrid advised experience through the new INVEST for Amex offer, featuring state-of-the-art financial planning and portfolio construction capabilities, delivered through the strategic collaboration with American Express.

The Digital Advice team will play an important part in providing an exceptional client experience for clients and prospects of the Digital Advisor and INVEST for Amex offers through deep technical and platform knowledge, guidance, and support in this dynamic and fast-growing area of our advice business

In this position you will:

• Provide assistance and support with platform navigation, including the onboarding and managed experiences.
• Work with core business partners (Product/Technology/Oversight/INVEST Financial Advisors) to support and resolve client needs.
• Collect and elevate client feedback to provide process improvement ideas to management based on observed trends and analysis of client interactions.
• Assist with brokerage and monetary requests. Deepen your investment acumen by becoming trained on brokerage trading and Exchange Traded Funds (ETFs).
• Represent the department in written and verbal communications directly with our clients.

As a front-line, client facing representative, you’ll play a critical role in representing the voice of our clients by aggregating feedback trends to management, influencing product, technology, and user experience enhancements to ultimately improve the user experiences and ensure the offers meets our client’s evolving needs.

Advance your skill set and your career:

In this role, you will gain experience working with cross-functional groups, assisting in the oversight of the client base, and driving process improvement ideation. You will also have the opportunity to obtain the licensing necessary to support our managed clients. Potential applicants will have excellent written and verbal communication skills, strong time management abilities, and the desire to interact with clients and internal business partners. We are committed to learning and development, and appropriate training and oversight will be provided.

Core Responsibilities

• Handles and prioritizes complex assigned or escalated client requests. May follow up with internal partners or clients directly to resolve outstanding issues.
• Follows standardized procedures to resolve client issues. Conducts research to fulfill complex client requests and transactions.
• Identifies applicable internal partners to collaborate with to develop solutions to complex issues. Identifies trends and contributes to process improvement efforts.
• Ensures client inquiries are resolved and communicated within defined service levels. Ensures all communications are within regulatory guidelines, and are accurate, clear, and concise.
• Develops and maintains proficient knowledge of Vanguard funds, products, and services. Understands the overall Financial Services industry and related legal, tax, and regulatory issues to guide clients.
• Participates in special projects and performs other duties as assigned.

Qualifications

• Minimum of two years related work experience required. Experience in client services preferred.
• Undergraduate degree or equivalent combination of training and experience required.
• This job requires a regulatory license and/or registration (e.g. FINRA, state, SFC). These will be determined by Compliance based on role-specific duties.

FINRA Series 7, 63, 6 or ability to acquire within department guidelines

If you are offered and accept this position, and you do not have the necessary FINRA licenses for the role, then you must obtain the required licenses within the specified period of time. Additionally, if you are not currently registered with FINRA in any capacity, prior to moving into this licensed role, you will be asked to provide authorization for Vanguard to conduct a credit and criminal check in accordance with the FINRA regulations. Please note, the credit and criminal check requirement does not apply to crew who are currently registered with FINRA.

Special Factor

Vanguard is not offering visa sponsorship for this position.

About Vanguard

We are Vanguard. Together, we’re changing the way the world invests.

For us, investing doesn’t just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose – and that’s how we’ve become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.

We want to make success accessible to everyone. This is our opportunity. Let’s make it count.

Inclusion Statement

Vanguard’s continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: “Do the right thing.”

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard’s core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

Future of Work

During the pandemic, we transitioned to a work from home model for the majority of our crew and we continue to interview, hire, and on-board future crew remotely.

As we have developed the path forward, we have taken a thoughtful approach that both maximizes the advantages of working remotely and the many benefits of coming together and collaborating in a shared workspace. We believe that in-person interactions among our crew are important for preserving our unique culture and advantageous for the personal development of our crew.

When our Crew return to the office, many will work in our hybrid model. A smaller proportion of our crew will operate in the Work from Home work model (for example, field sales crew); or in the Work from Office model (for example, portfolio managers).

The working model that your role falls into will be communicated to you in the interview process – please do ask if you are unsure. We encourage you to make the decision regarding your job interview and offer knowing which model your role will fall into. We will test and learn as our ways of working evolve and will continue to evaluate working models along the way.