Tag Archive for: client services
What was your former job, and what did you like about it?
For a decade, I was a bartender and server at a country club. From there, I spent four years as a teacher and then pivoted to working in finance, helping public school employees set up their retirement plans. The common thread across these experiences is my affinity for engaging with people on a personal level and providing a service or assistance. – Michael W.
I served as Director of Operations at a small national frozen yogurt franchise. I really enjoyed developing store managers, making operational decisions, and leading at a broader scale. After having spent the previous six years as a store manager at a multinational coffeehouse chain, I valued learning a new industry and new skills as part of a small business team. – Anne Marie C.
What led you to make a career change and pursue an opportunity at Vanguard?
My role as a financial advisor at my prior firm did not offer the type of structure and guidance that helps me thrive. Vanguard is a company that provides reasonable flexibility and solid support. – Michael W.
After about a year, I found myself burned out always being on-call and really longing for a deeper connection to mission and vision. As I started looking for a new opportunity, I really had not considered the financial industry. Once a recruiter reached out from Vanguard’s temporary work force, I did some research and knew that Vanguard was the place for me. I would discover my path once I got my foot in the door. – Anne Marie C.
Can you talk a little bit about what it was like for you to make this move?
Vanguard is my first experience working in an office, which brought its own challenges and opportunities. The first several weeks were spent in a classroom style training on campus, which helped that transition tremendously. – Michael W.
At first, it was overwhelming. I did not have a background in finance and had very little knowledge of investing outside of contributing to my employer sponsored 401(k). Learning a new industry and essentially starting my career over was a big step for me, but I knew in my heart it was the right decision. I’m grateful for the relationships I made early on in my department. They have remained a critical part of my success today. – Anne Marie C.
What are some of the transferrable skills and experiences you’ve carried over from your former job to your current role?
Clear communication with colleagues and time management have helped, along with a desire to help others. Although I am no longer providing financial advice, familiarity with the field has been beneficial. – Michael W.
The skills and experiences I gained in the service industry and prior leadership roles were easily transferrable. Client relationship management, problem solving, and people development were three critical skills that I was able to leverage right away. – Anne Marie C.
How have things changed for you since coming to Vanguard?
I’ve experienced camaraderie and a consistently encouraging environment in the professional workspace. On a more personal note, my role with Vanguard provides a structured schedule, and that affords me the ability to dedicate my time and attention to interests outside of working hours as well. – Michael W.
Professionally and personally, I have thrived. My incredible leaders have given me room to develop, while also seeing my outside business experience as an asset. Because of this, I’ve been able to take advantage of amazing career development opportunities, including leading new teams and programs for my department. I found a company that lives out my personal values and, although the change has caused me stress at times, I know that l am where I am supposed to be. Moreover, I have been able to leverage the industry knowledge I have gleaned at Vanguard to make better financial decisions for my family, which is priceless. – Anne Marie C.
What would you say to someone who is currently considering a career change?
I feel confident telling friends, family, and others that I work for Vanguard. Though my current role is not client-facing, my work positively impacts clients on a daily basis as I support our business operations. More tangibly, Vanguard takes steps to support crew by encouraging career growth and providing excellent benefits. – Michael W.
Don’t count yourself out of opportunities. Find the company you want to work for and start somewhere. You might find yourself surprised at what lies ahead. – Anne Marie C.
Interested in a career in Client Services? Check out our Client Relationship Associate opportunities today!
What was your former job, and what did you like about it?
For a decade, I was a bartender and server at a country club. From there, I spent four years as a teacher and then pivoted to working in finance, helping public school employees set up their retirement plans. The common thread across these experiences is my affinity for engaging with people on a personal level and providing a service or assistance. – Michael W.
I served as Director of Operations at a small national frozen yogurt franchise. I really enjoyed developing store managers, making operational decisions, and leading at a broader scale. After having spent the previous six years as a store manager at a multinational coffeehouse chain, I valued learning a new industry and new skills as part of a small business team. – Anne Marie C.
What led you to make a career change and pursue an opportunity at Vanguard?
My role as a financial advisor at my prior firm did not offer the type of structure and guidance that helps me thrive. Vanguard is a company that provides reasonable flexibility and solid support. – Michael W.
After about a year, I found myself burned out always being on-call and really longing for a deeper connection to mission and vision. As I started looking for a new opportunity, I really had not considered the financial industry. Once a recruiter reached out from Vanguard’s temporary work force, I did some research and knew that Vanguard was the place for me. I would discover my path once I got my foot in the door. – Anne Marie C.
Can you talk a little bit about what it was like for you to make this move?
Vanguard is my first experience working in an office, which brought its own challenges and opportunities. The first several weeks were spent in a classroom style training on campus, which helped that transition tremendously. – Michael W.
At first, it was overwhelming. I did not have a background in finance and had very little knowledge of investing outside of contributing to my employer sponsored 401(k). Learning a new industry and essentially starting my career over was a big step for me, but I knew in my heart it was the right decision. I’m grateful for the relationships I made early on in my department. They have remained a critical part of my success today. – Anne Marie C.
What are some of the transferrable skills and experiences you’ve carried over from your former job to your current role?
Clear communication with colleagues and time management have helped, along with a desire to help others. Although I am no longer providing financial advice, familiarity with the field has been beneficial. – Michael W.
The skills and experiences I gained in the service industry and prior leadership roles were easily transferrable. Client relationship management, problem solving, and people development were three critical skills that I was able to leverage right away. – Anne Marie C.
How have things changed for you since coming to Vanguard?
I’ve experienced camaraderie and a consistently encouraging environment in the professional workspace. On a more personal note, my role with Vanguard provides a structured schedule, and that affords me the ability to dedicate my time and attention to interests outside of working hours as well. – Michael W.
Professionally and personally, I have thrived. My incredible leaders have given me room to develop, while also seeing my outside business experience as an asset. Because of this, I’ve been able to take advantage of amazing career development opportunities, including leading new teams and programs for my department. I found a company that lives out my personal values and, although the change has caused me stress at times, I know that l am where I am supposed to be. Moreover, I have been able to leverage the industry knowledge I have gleaned at Vanguard to make better financial decisions for my family, which is priceless. – Anne Marie C.
What would you say to someone who is currently considering a career change?
I feel confident telling friends, family, and others that I work for Vanguard. Though my current role is not client-facing, my work positively impacts clients on a daily basis as I support our business operations. More tangibly, Vanguard takes steps to support crew by encouraging career growth and providing excellent benefits. – Michael W.
Don’t count yourself out of opportunities. Find the company you want to work for and start somewhere. You might find yourself surprised at what lies ahead. – Anne Marie C.
Interested in a career in Client Services? Check out our Client Relationship Associate opportunities today!
Have an upcoming interview with us? You’ll need to know more about the STAR format – also known as behavior based interviewing – and how to prepare for these types of questions. What are STARs? In interviews, Vanguard hiring teams often use the STAR format, which focuses on Situation/Task, Action, and Results. This method helps us to better understand your skills, experience and working styles and how they relate to the role you’re applying for. To effectively answer these types of questions, describe the Situation or Task, the Action you took, and the Results of your specific actions. Here’s an example:
Interviewer: Tell me about a time when you had a tough client. How did you improve the relationship?
Candidate: When I worked at a retail store, we had a regular customer who wanted to use expired coupons. We can’t take expired coupons and the customer wasn’t happy about it. (Situation) I showed him how to get coupons on his phone (Action), so he would have access to our most current deals anytime he came in. We found a discount that he could apply that day (Action) and by the time he left the store, the customer was pleased and stated he would be back. (Result) I learned from that experience that you can always find a solution, even if you can’t give the customer exactly what they want.
The right details
Another trick to answering STAR questions effectively is to avoid generalities. Consider the difference in these two answers:
Before: “I had a rough project. I spoke with the person who wasn’t doing their work and it got better.”
Better: “I had a team project in my marketing class where one person wasn’t completing their tasks and was holding everyone up. I approached my classmate privately and asked if he needed help. He admitted that he didn’t understand the project and wasn’t sure where to start. I offered to show my teammate an easy way to complete his research and gave him a few simple resources that could bring him up to speed. After our conversation, my classmate made a complete shift. He finished all his work, before the deadline, and we got an A on our project.”
Notice in the above examples that the interviewee gave just the right amount of detail to make the story clear, without rambling. And consider how many skills this candidate just succinctly demonstrated – team player, problem solver, strong communicator, among others.
Listen for the details
When answering STAR based questions, listen carefully to what your interviewer is asking. For example, if you are asked for one example, don’t give two. If the interviewer asks a question you dislike, don’t jump in with unrelated information or a question you prefer to answer. Taking either of these avenues shows that you can’t follow directions. You may also run out of time to answer other questions that will demonstrate your skills and applicable experiences.
Identify your STARs
You don’t have to have lots of job experience to share something relevant. Some good places to uncover STAR examples include: classwork, interactions with professors, clubs, sports, part time jobs, or volunteering.
Interviews are professional interactions, so avoid inappropriate stories. And it’s not just what you say, but how you say it. Slang or fillers (such as like, um, uh) can reduce the power of your words and lessen their meaning.
Final thoughts
The key to answering STAR questions is to call out past successes that apply to the role you’re interviewing for. Make sure the end result of your example is a win for all parties involved.
Also, the experiences you choose for STARs don’t have to be awe-inspiring. Leadership during team sports, problem-solving with a professor, or clear communication while volunteering can all demonstrate that you have the skills and experiences to flourish in your future role.
If you enjoyed this post, check out these Vanguard interview tips. And if you’re ready for a more rewarding, engaging, meaningful career, search our Client Services opportunities at www.vanguardjobs.com.
Meet Tiamoy W. She learned about Vanguard at a job fair and shortly after launched her career in Client Services. “I think what excites me the most is getting on the phone and knowing that you’re going to change someone’s life.” Watch her full story below:
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Whenever people asked me what I wanted to be when I grew up, my response was always, “I want to help people live a better life.” I had grown up as a competitive dancer, and was very accident prone, which meant I spent a lot of time in physical therapy. I would watch the therapists make such strides in people’s ability to move and began to think that is what I want to be–and ultimately led to obtaining my degree in kinesiology. So how in the world did I end up in finance? My road to Vanguard began right after college graduation, when I was having an internal battle on what I wanted to do now that I was in the “real world.” I had told myself for some time that the only way I could help people live a better life was by becoming a professional in the medical field. But a friend proved that notion wrong when they introduced me to Vanguard. To say I was hesitant to join the finance industry is an understatement. Much of my college education was focused on classes like organic chemistry and biomechanics. But my friend assured me that my passion to help people live a better life directly aligned with Vanguard’s mission. With his support along with my family, I took a giant leap of faith, and I couldn’t be happier that I did.
After my first week, I began to feel a sense of calmness and knew that a life-long career with Vanguard was in my future—and then came the licensing program. I had done a bit of studying prior to starting but I had no idea how big of a milestone obtaining my Series 7 and 63 securities licenses was. The nerves quickly came back as I began rereading the 600+ page book, where many of the terms seemed like another language. While there were many moments where I questioned if I could do it, I was always met with support from my leader, coaches, trainers, and peers. I couldn’t believe that I had only been a part of Vanguard for a few weeks, and so many people were invested in my success.
Fast forward 5 years later, I am now responsible for onboarding new hires into the Retail division of Vanguard, which you could say has brought my experience full circle. As an onboarding leader I get the opportunity to be the face of Vanguard for so many new crew–helping them acclimate to our culture and supporting them through licensing and training. I am their first point of contact, starting from the day they accept their offer and also act as a resource as they prepare for their first day at Vanguard. One of my favorite aspects of my job is getting to meet my crew at the end of their first day on campus. The buildup of excitement over the months finally becomes reality and I am able to spend some time answering questions and sharing insight that can help calm their nerves— something I can certainly relate to. I then get to spend the next few months guiding them through the licensing program where I meet with my crew daily to check in on their progress, recommend study strategies, and celebrate their successes. I always tell my crew that we will be going on a journey together, and while everyone is different, they can rest easy knowing that I will do everything in my power to support them through it. I appreciate that I can use my own experiences to relate to what my crew are going through and can be their cheerleader during the ups and a shoulder to lean on for any downs.
One of the most memorable experiences I have as an onboarding leader is when my first class had their final celebration to launch into their role. This means that their time with me in licensing and training is over and they get to officially begin supporting our clients. I had spent weeks preparing what I wanted to express to them and when I got up in front of the class (tears and all) all I could do was thank them for the journey they had taken me on It’s always a bittersweet day for me as I get to witness crew moving on to their next chapter within their careers, but I am always so thankful to be a part of it.
To say I love my job is an understatement… I get to be by my crew’s side as they face these exciting challenges, learn and grow in the industry, and eventually embark on a new path as they launch into their job.
-Annsley R.
More careers blogs you may have missed
Preparing For a Vanguard Interview – Be a STAR
Do you have an interview coming up soon? Read this blog to prepare for the STAR format questions and nail your interview!
Three Experiences That Paved My Path to Vanguard
In this blog, Team Leader Rachel shares three experiences along her path to Vanguard and why she loves being a leader.
Why I Got Rid Of My Five Year Plan
Vanguard crew member Lauren reflects on why she tossed out her five year plan and instead focused on building a career within a company and industry she grew to love.
Exploring Careers in Client Services – Retail Services
Crew member David shares his perspective on career choices, teamwork, and how he contributes to Vanguard’s mission in Retail Services.
Inclusion – It’s More Than a Policy
Hear from crew about their thoughts on LGBTQ+ inclusion at Vanguard, and learn about the Human Rights Campaign’s (HRC) Corporate Equality Index—and how we stacked up.
There’s a famous scene at the end of the movie Cast Away (if you’ve never watched the movie put it on your “to do” list”) in which Tom Hanks is standing in the middle of the crossroads trying to determine which direction he’ll take his life after spending 1,500 days alone on a deserted island. The scene highlights the power of having options and the factors involved with making decisions that shape the direction of lives. The power of choice can never be undervalued. We have so many choices to make in this life and perhaps none more important than what shapes the direction of our careers. In July 2015, after 11 fantastic and rewarding years with Vanguard, I found myself at a career crossroad. I chose to leave the organization to explore a different path. It was a very difficult decision as I knew what I was leaving behind: the crew, the relationships, the stability, the mission, and the pride in saying I worked for Vanguard. I chose to leave to push myself outside of my comfort zone. I was intent on taking the life and career lessons learned at Vanguard and positively impacting an entrepreneurial start-up organization. I knew what I was leaving behind, left on the best of terms, and was excited by the unknown ahead.
Returning to Vanguard
My career tenure outside Vanguard did not last long. Fast forward 9 months…in April 2016 I returned to Vanguard as a contract recruiter – a return that was possible based on previous performance and the strong relationships I had built during my time with the organization. While there are many reasons why the other career opportunity did not pan out as I had hoped, the lessons learned, both positive and negative, further solidified my drive and passion to return to Vanguard. Most importantly, I learned the value of humility, as I left Vanguard a full time crew member and returned as a contract resource with no guarantee of being rehired as a crew member. Despite the risk, other full time job offers, and lack of guarantee in being rehired, my heart was set on Vanguard. I was eager to reconnect with my peers and positively impact the organization for a second time.
When I share my Vanguard career journey with external candidates and internal crew, I’m always asked the same question: “Why did you come back to Vanguard?” It’s a fair question as people don’t often return to a former employer. My “why” can be categorized in three key groups: the people, the purpose, and the possibilities.
The People
Vanguard’s people (crew, contractors, interns, etc.) drive business initiatives and innovations that positively impact our shareholders. Throughout my collective 13 years with Vanguard, I am grateful to have worked with smart, inventive, engaged, passionate, and dedicated people who have helped me grow personally and professionally. In turn, they have become my best friends, confidants, teachers, counselors, and extension of my family. I am also grateful to have led so many talented professionals. Watching their growth and development is as equally rewarding as my own career success.
Vanguard’s continued commitment to clients, crew, and community is unwavering. It’s rewarding to work for an organization that strives to put the best interest of clients first, provides rewarding career opportunities for its crew, and consistently serves our surrounding communities. The business initiatives, strategies, and innovations implemented at Vanguard are done to create the best possible experience for our shareholders. For crew who make a personal commitment to own their career journey, perform well in their existing role, and continuously push themselves to learn, opportunities await – whether it’s interesting projects, coaching and mentoring, or a new position. Lastly, I am proud to work for an organization where supporting our communities by volunteering our time, talent, and treasure is part of our cultural fabric and not an organizational obligation.
The Possibilities
I originally started my Vanguard career as an entry-level Processing Associate. In the subsequent years, through hard work and taking an active role in my development, I’ve built a successful career in Human Resources in both individual and leadership roles. I’ve gained something from each of my positions at Vanguard while embracing the challenges of new roles and pushing myself outside my comfort zone. I define career possibilities as the opportunity to combine my passions with organizational needs and openings. With hard work, initiative, and an open mind, there are no limits to what your career can be at Vanguard.
At some point in our lives we are all in the same position as Tom Hanks’ character in Cast Away. Each of us will encounter a career crossroads at some point in our lives. Defining your “why” is a critical step in determining the path you take. I have taken the road less traveled and my “why” has allowed me to come back home to Vanguard. The very last words spoken in Cast Away are “thank you”. The words simplify the gratitude Hanks’ character had for his journey and the ability to determine his path – regardless of which road he chooses. Thank you Vanguard for allowing me to choose the road less traveled and ultimately to choose the road back home.
-Chris E.
If you’re seeking an environment where you can make a difference and develop professionally, check out our career opportunities at www.vanguardjobs.com.
Not sure what to expect for your first interview at Vanguard? Whether it’s a phone screen, or an in-person interview on one of our campuses, the below tips will give you a behind-the-scenes look at questions to prepare for, how to stand out, and general best practices for our entry level interviews. Practice, practice, practice A best practice is to prepare for your interview the same way you would for a presentation – make sure you have thoroughly gathered the right information to share and rehearse your “speech.” Here are some ways to practice answering questions: The key is to practice repeatedly – don’t get discouraged if you struggle your first few times. Remember that interviewing is a skill, and like any skill, it takes time to develop and become proficient at it. Make sure you are familiar with Vanguard You don’t have to have deep knowledge of our strategy, but be familiar with our mission and the general purpose of our business. Candidates that know the basics about what we do will better demonstrate that they are interested in the role and company. Job descriptions are a great place to start, but we also have videos, crew profiles, a LinkedIn page and other career search related websites.
Know why you want this role
You will most likely be asked why you’re interested in the role you’re applying for. Tailor your answer to what specifically led you here – the role had growth opportunities, the culture was appealing, or you have a passion for doing the right thing for clients. And it’s best to not simply read from the website – make your answer personal. Consider what made you click the “Apply” button – do you have a friend who works at Vanguard and their experience sounded attractive? Do our values match with yours? Take your answer beyond, “I need a job” by telling a story.
Present your best self
We all know that interviewing is difficult and it’s completely natural to have some nerves. Despite this, it’s better to not state how uncomfortable you are. Part of the interview assessment includes measuring your ability to handle challenging situations, so statements like, “I’m so nervous!” can come across that you’re unprepared for the discussion. Go in with the mindset that recruiters and hiring managers want you to do well – your interview performance doesn’t have to be perfect. Interviewers will appreciate confidence and professionalism, but be careful about coming across as overly confident. For example, use phrases such as, “If I were to move on in the role,” not when I’m hired.
Answering the uncomfortable questions
Some interview questions are uncomfortable because they suggest that you’re unreliable or a poor performer. For example, questions related to mistakes you’ve made or challenges you’ve experienced can seem like a trick. But answering these types of questions with responses such as, “I’ve never made a mistake,” isn’t going to reflect as well as it may seem. Remember, everyone makes mistakes. If you are asked to describe an error of some kind, know that it doesn’t have to be a major mistake. You can describe a miscommunication, a time you forgot to return an email, or when you misread a school assignment. Humility and the ability to correct your actions are good qualities to demonstrate. Plus, we want to hire people who are coachable and open to feedback.
Manners count
Also, be careful not to inadvertently insult your interviewers when discussing schools, companies, or colleagues. A recruiter recalls the time a candidate described how they were offered a scholarship, but choose not to attend because the college was, “beneath them.” What they didn’t realize was that they were trashing the interviewer’s alma mater. Ouch!
End strong
Asking questions will demonstrate your interest in the role, so always have a few in mind. Our recruiters love these questions:
After the interview
Even if you decide you are no longer interested in the role, don’t “ghost” your recruiter. You never know when you may encounter them again, or find yourself interested in another role at Vanguard. As soon as you can, let the recruiter know that you’d like to withdraw. It can be a simple note, such as:
“I appreciate you meeting with me for the client services position. After some reflection, I don’t think I’m the right person for the role and would like to withdraw. Best of luck!”
If you’re comparing offers, feel free to call or email with questions. Recruiters can help you understand the job offer and our total rewards package. And it’s recommended that you avoid asking for immediate feedback regarding how you did in the interview – recruiters and hiring managers will need to reflect and collaborate on your interview before making any decisions.
Quick tips:
If you enjoyed this post, check out more from our #LifeatVanguard Blog. And if you’re ready for a more rewarding, engaging, meaningful career, search our Client Services opportunities at www.vanguardjobs.com.
In honor of Mother’s Day, we’re featuring a series of blogs dedicated to working mothers and their experience at Vanguard. In this blog, Schuyler T. discusses working at Vanguard and what happened when her baby came earlier than expected. I started at Vanguard as a Client Relationship Specialist answering phone calls from our clients. To be honest, I took the job because my Dad informed me that if I wanted to remain living under his roof I would have to get a job. Considering I wasn’t entirely sure if he was kidding or not, I accepted the job and started a few weeks after graduating from Bucknell University. In my mind, I thought this job would satisfy my Dad’s request and allow me the time to figure out what I wanted to do with my life… Finding the flexibility I needed Thirteen years later, I am still with Vanguard and have had an opportunity to grow both personally and professionally. Today, I am a Manager who sits on the Talent Acquisition Leadership team, but more importantly, I am the mom to two great kids and the wife to an amazing husband who is also a crew member. I love my job and I wouldn’t trade it for the world, in fact, I would go as far to say I love being a working mom. There is no secret formula to create a balance or even a magic number of how much time should be spent at home vs. work. Instead, it is all about flexibility. Vanguard has offered me the flexibility that I need to be the best mom to my kids and succeed in my career. Flexibility comes in many shapes and sizes – some weeks I may put more time in at work to finish a project. Other weeks I may need to put in more time at home to be there for my family. Either way, I have never felt that I had to choose between work and family. Coming back to work As a new mom to two, I had 4 months of paid time to spend with my newborn son and help my daughter adjust to being a big sister. This time was invaluable to me and I wouldn’t change it for the world. I was able to enjoy my leave and bond with my family. And guess what? Work didn’t stop, and I didn’t get any emails or phone calls. The only communication I had with my team was me sharing pictures of my adorable (I may be biased) kiddos. After my 4 months of leave, I was ready to come back to work. I knew my kids were in great hands with our childcare provider as their days were filled with learning, socialization, art, and songs. Much more exciting than a day spent with mom. In fact, for a few years every time I shared with my daughter that tomorrow was Saturday, she would sigh and respond with “that’s nice, but I can’t wait for Monday”. Comments like these validate that, just like me, my kids have their own lives too. They have friends and activities at school that they get excited about, just like I have projects and initiatives that I am excited about at Vanguard. Working full time and being a full time mom is not easy, and it’s definitely not glamourous (so what if my house isn’t perfectly tidy, my garden needs weeding, or we sometimes have pizza for dinner) but I wouldn’t change it for the world. In my opinion, I get the best of both worlds and they complement each other quite nicely. Every day I have the opportunity to challenge myself at work, which keeps me driven and energized, and there are still so many things that I aim to do with my career. I know Vanguard and my family will support me every step of the way. -Schuyler T.
If you enjoyed this post, check out more from our #LifeatVanguard Blog. And if you’re ready for a more rewarding, engaging, meaningful career, search our opportunities at www.vanguardjobs.com.