Taking inbound calls in the Change of Ownership department to assist clients with changes to their accounts after they’ve experienced a life-changing event (opening new accounts, transferring assets, updating account information)
- Familiarity with different investment account types (IRA, Individual, trust accounts) and being able to understand basic rules and regulations governing the different account types
- Providing guidance to beneficiaries when inheriting Vanguard account holder’s assets including assisting with web registration, pre-filling forms, and explaining the inheritance process and paperwork required
- Completing administrative tasks when notified of a client’s passing such as placing restrictions to secure decedent’s information and assets
- Documents and notates client interactions for case notes
- Navigates multiple computer screens, resources, and software to provide accurate responses to client inquiries
- Develops basic knowledge of Vanguard funds, products, and services, and of the overall Financial Services industry.
Takes inbound calls, responding to client requests, resolving general account issues and providing digital assistance. May handle escalated issues.
1. Provides exceptional client service through strong interpersonal and client relationship management (CRM) skills.
2. Serves as the initial point of contact for clients. Follows standardized procedures to meet client needs. May conduct research for complex requests.
3. Self-sufficient in following standardized procedures, able to utilize multiple resources to find answers and resolutions independently to meet client needs and department efficiency metrics.
4. Documents client and team feedback in support of service improvement efforts within the business.
5. Uses consultative approach to position products and services to clients.
6. Performs other duties as assigned.
Skills:
- Call Center Support
- Active Listening
- Telephone Etiquette
- Empathy
- Follow-up
- Typing Skills
- Customer Service
- Resolving problems
- Answer questions
- Years of experience: 2 years
- Experience level: Experienced
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Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
This posting is open for thirty (30) days.
