Location: Hybrid (Work From Home Monday & Friday, Onsite Tuesday-Thursday)
Schedule: Monday - Friday, 8:30 AM - 5:00 PM (local time) during core training; Post-training: Typically Monday - Friday, 9:30 AM - 6:00 PM OR 10:30 AM - 7:00 PM (based on business needs). Overtime may be required during peak times (e.g., tax season).
Job Summary:
As a Client Relationship Associate, you will be the first point of contact for clients, handling inbound calls, responding to client inquiries, resolving account issues, and providing digital support. You may also handle escalated issues, ensuring a seamless and positive experience for our clients.
Key Responsibilities:
Provide exceptional client service through strong interpersonal and client relationship management (CRM) skills.
Serve as the initial point of contact for clients, following standardized procedures to meet their needs. Conduct research for complex requests as needed.
Independently resolve client inquiries and account issues, using available resources to meet client needs and department metrics.
Document client and team feedback to support service improvement initiatives.
Use a consultative approach to recommend products and services to clients.
Perform other duties as assigned.
Qualifications:
Minimum of 2 years of relevant work experience (experience in client services preferred).
Undergraduate degree or equivalent combination of training and experience required.
Core Training Expectations:
Length: 4 weeks (+Journey-specific training if applicable).
Attendance: 100% attendance required during core training; violations may lead to termination.
Work Model: Hybrid (WFH Monday & Friday, Onsite Tuesday-Thursday).
Work Model: Remote (with potential ad hoc visits to the office for training, equipment pickup, or additional support).
Schedule: Monday - Friday, 9:30 AM - 6:00 PM or 10:30 AM - 7:00 PM (local time), based on business needs.
Work Week: Typically 37.5 hours, with occasional overtime required during peak periods.
Additional Requirements:
Internet Requirements: Internet speed of 1 Gigabit preferred (minimum 40Mbps download and 10Mbps upload for VPN use). A stipend of $80/month will be provided to maintain these speeds.
Attendance Policy: Unscheduled Contractor Time Off (UCTO) may impact your assignment status. A maximum of 6 occurrences in a rolling 6-month period is allowed, with further violations resulting in warnings or termination.
Preferred Qualifications (by Journey Alignment):
Foundational Services: Strong technical skills, flexibility to work in a fast-paced environment, and ability to assist clients with online troubleshooting.
Specialty Services: Familiarity with investment account types (IRA, individual, trust accounts), ability to handle sensitive client situations with empathy.
Retirement Services: Understanding of Retirement account types (e.g., Traditional IRA, Roth IRA), ability to build rapport with clients.
Investment Services: Knowledge of Vanguard funds, products, and services, and basic understanding of financial services.