Customer Service Representative - Phones

Client Associate Rep - Retirement Services

Contract to possible per

Pay $23 an hour

Training and Work Model:

• Core Training (Approximately 4 Weeks):Work Model: Hybrid - Work From Home (WFH) on Mondays & Fridays, and On-Site in the office on Tuesdays, Wednesdays, and Thursdays.
• Schedule: Monday - Friday, 8:30 AM - 5:00 PM local time.
• Attendance: 100% attendance is expected during Core Training. More than one full day of Unscheduled Contractor Time Off (UCTO) or more than three occurrences may lead to assignment termination.
• Post-Training:Work Model: Remote - You will primarily work from home. However, you may be required to return to the office ad hoc for equipment pickups, additional training, or to receive support if needed.
• Schedule: Typically Monday - Friday, 9:30 AM - 6:00 PM local time (earlier shifts may become available based on tenure and performance – to be confirmed with the Account Manager).
• Work Week: Standard work week is 37.5 hours.
• Overtime: Periodic overtime may be offered based on business needs. Mandatory overtime may be required during peak demand periods (e.g., tax season), potentially increasing the work week to 40 hours.
• Technology Requirements: You will be required to verify your internet speed during training. The expectation is 1 Gigabit, with a minimum requirement of 40 Mbps download and 10 Mbps upload while connected to the Vanguard VPN. An internet stipend of $80 per month is provided to help maintain this requirement. Additional speed tests may be required if system issues arise.

As a Client Relationship Associate, you will be the first point of contact for our valued clients, responding to their inquiries, resolving general account issues, and providing seamless digital assistance. You'll leverage your strong interpersonal skills and problem-solving abilities to ensure a positive and efficient experience for every client. In some instances, you may also handle escalated issues, demonstrating your ability to navigate complex situations.

What You'll Do:

• Deliver exceptional client service by building rapport and effectively managing client relationships.
• Serve as the initial point of contact for inbound client calls, addressing their needs with professionalism and efficiency.
• Follow standardized procedures to accurately respond to client requests and resolve general account issues.
• Utilize your resourcefulness to independently research and resolve more complex client inquiries.
• Provide clear and helpful digital assistance to clients navigating our online platforms.
• Document client interactions and feedback to contribute to ongoing service improvement efforts.
• Employ a consultative approach to educate clients on relevant products and services.
• Perform other duties as assigned to support the team and our clients.

What You'll Bring:

• A minimum of two years of related work experience is required.
• Previous experience in client services is highly preferred.
• An undergraduate degree or equivalent combination of training and practical experience.
• Strong interpersonal and client relationship management (CRM) skills.
• The ability to follow standardized procedures and utilize multiple resources effectively.
• Excellent problem-solving skills and the ability to find solutions independently.
• Strong communication skills, both written and verbal.
• The ability to document information accurately and concisely.
• A client-focused mindset with a genuine desire to help others.
• Flexibility and the ability to adapt to evolving needs and procedures.