Q&A: How Anthony S. builds client trust at Vanguard

At Vanguard, our crew in Client Service Excellence Center (CSEC) roles play a crucial part in supporting our clients with care, confidence, and expertise. Today, we’re highlighting Anthony S., who shares his journey, his passion for client service, and all he’s learned along the way.

Can you share a bit about your role at Vanguard and what made you choose to work here?

Before joining Vanguard, I was at another company, which unfortunately downsized during parental leave for my firstborn son. With a newborn at home, the pressure to find a new job began.

I learned about opportunities at Vanguard through my brother, a fellow crew member who spoke highly of his experience. I applied to roles on Vanguard’s careers website that aligned with my work history and experience. Ultimately, I chose the CSEC role—a newer role at the time with potential, and one that offered permanent work-from-home (WFH) flexibility.

Vanguard offers CSEC crew the ability to learn the knowledge and skills across multiple departments, making assisting clients across multiple topics much easier, minimizing the need to transfer calls.

Why was working from home an important factor in choosing this role?

First and foremost, the flexibility to WFH for my entire workweek promotes a comfortable home office environment where I feel more productive and relaxed. It also offers the escape from the typical noisy call center environment—which can be distracting!

What does a normal day look like for you in your role?

There is never a day that’s ‘typical’. The primary function of my role is assisting clients through phone calls. CSEC crew also engage in research and follow-up to ensure client requests are fulfilled, reducing client callbacks and minimizing poor client experiences.

Client queries can range from a simple balance update to complex trade and research requests. There really is no ‘standard’ call that you will take during a shift.

As you gain more exposure and experience in CSEC, additional skills will be added to your toolbelt, expanding the types of calls you will take on. Given my tenure and continued leading performance, I also serve as a coach to assist new hires as they grow in their CSEC roles. This duty, among others, can vary from week to week. Ultimately, they all lead to promoting positive client experiences and outcomes.

What are some of the most valuable skills you’ve developed during your time in this role?

I’ve developed so many new skills in this role. Most notably, I can handle various types of department calls, including queries regarding retirement and investment-based topics. Normally, a client would need to go through multiple representatives to help assist with these kinds of requests. I also have in-depth training to identify and promote potential opportunities for clients to further develop their financial success here at Vanguard.

What has been your biggest challenge and biggest win in this role?

The biggest challenge was keeping up with the expansive knowledge and material that was being taught prior to speaking with clients. There is a very broad scope in the financial industry, and you are expected to have a general understanding of the topics and processes.

Once you have earned your respective industry licenses and mastered the Vanguard-specific materials and systems, you then move on to the heart of your role: Servicing clients. This is the win. Putting in all the effort and time spent helping clients is well worth it.

What is your favorite part about being in a CSEC role?

My favorite part is being the one who can satisfy the clients’ concerns. Clients place their entire financial livelihood with us and expect only the best representatives to serve them. Knowing that at the end of the call, the client’s reason for their call was resolved gives me the satisfaction that I am a part of why this client trusts Vanguard.

What advice would you give to someone considering a CSEC role at Vanguard?

If you’re considering a CSEC role at Vanguard, consider two things:

1. 1. Consider your drive and passion to assist clients.
   2. Be prepared for the extensive training and knowledge gains.

If classroom-based training and customer service are not your forte, this may not be the role for you. However, if you have the heart to serve those who put their full financial trust and faith into Vanguard, then this position could be for you.

Explore available client services roles.