3.6 out of 5 stars.
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Vanguard Employee Reviews for Customer Service Representative

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Customer Service Representative106 reviews

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3.8Work-Life Balance

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Great Benefits & Culture Lots of Anonymity

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Lots of benefits to help maintain work life balance. An environment of constant learning and upskilling. Stunning views and energetic campus like atmostphere.
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Great place to work!

I learned a lot. Their training is the best! Very nice people to work for. The training lasted for 6 weeks and was pretty extensive. We had to pass Series but they prepared us for it
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Great benefits but not flexible

Vanguard's financial expertise is marred by its inflexible approach. While the hybrid schedule seemed promising, the insistence on in-office presence, especially for those with long commutes, feels outdated. Micromanagement worsens the situation, leaving employees craving the freedom of remote work. While Vanguard's dedication is admirable, its rigidity risks pushing away talent seeking work-life balance. Embracing remote work and trusting employees to manage tasks independently could boost morale and attract diverse talent. Overall, Vanguard's insistence on in-office attendance and micromanagement could hinder its growth in today's evolving work landscape.
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I wish the training was better and agents in the other departments were not do vindictive and rude.

What is the best part of working at the company?Being able to permanently work from home.What is the most stressful part about working at the company?Not enough training and dealing with transfers to other departments. What is the work environment and culture like at the company?The department I worked in was full of Temps but employees working directly for Vanguard are elitist and rude and will go out of their way to report you to your manager if you accidentally transfer a customer to their department by mistake. Some other departments take only 5 to 10 calls per shift while my department took 30 to 70 so if you transfer a customer by mistake or even at all they last out at you for interrupting them from goofing off all day and being paid for it. Their abundance of free time also guarantees that you will be reported for making any mistake they catch that you make. Temps are rushed through training in around 3 weeks to a month while permanent agents have 4 times that amount plus Vanguard pays for their licensing. What is a typical day like for you at the company?Back to back calls some lasting up to three hours trying to coach elderly people in their 90s how to switch from paper statements in the mail to electronic statements that none of them want. They are elderly so if they even have a computer it's almost a guarantee that they don't know how to use it even in the simplest of ways. This was a campaign that was launched that either tried to convince the customer to switch to all electronic notifications or pass the millions the company loses per year printing - 
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Not what I thought

No room for advancement bunch of phone time nice thing is they pay you to get licensed but you will be stuck on the phones for a couple years with old people yelling at you
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Terrible place to work if you're a contractor get licensed elsewhere then work here if you really want to. Long hours, lots of upset clients because vanguard doesn't communicate with them well.
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Great Employer

What is the best part of working at the company?Very good benefits and salary is great. What is the most stressful part about working at the company?Passing the SIE exams, they are difficultWhat is the work environment and culture like at the company?I was a WFH employee, employees were not back in office at the time.What is a typical day like for you at the company?Studying for the SIE exams all throughout training.
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Tax Season

Tax season is rough other than that job is pretty easy cut and dry. Constantly on the phone so if you are not a talker maybe not the place for you……..
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Great benefits

If you can pass and really focus hard during licensing they offer great 401k match and the opportunity to work from home after training. Good corporate office.
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Great benefits. Pay could be better

Licensing bonus is great, the process is rough. Salary is decent, benefits make up for it. The training process really does take about 6 months. Great PTO
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Poor training and stressful micro managing

The training for customer service specialists is not even remotely adequate , you are placed onto the phone lines and are micro managed on a daily, continual basis. This entry level call center position pays more than most but your responsibilities are way beyond a basic call center job. You are dealing with clients' financial portfolios, calls from law enforcement re: financial fraud, etc. It is alot of responsibility -most of which you do not have the training to do- and shouldn'tbe asked to do, long hold times (40min.+)if you need to transfer and a daily onslaught of disgruntled clients...NOT worth the $$ or the stress.
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It's a great company, just be ready for lots of updates and changes to resource.

It's a great company, just be ready for lots of updates and changes to resource. Always read your emails, and learn how to lead huddles.ibwould recommended if you're interested in getting licensed
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Great for what it is

This is a great job for a starter. It'll take almost two years to get out of the entry level postion, but they will give you licenses and plenty of support. Salary is below industry average but the work is easy and benefits are great
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Was fun until it wasn’t

Was fun until it wasn’t . Everything changed for the worse after 2008. All management did was reinvent the wheel every few years under a new initiative. No flexibility
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I loved this job . managers were great and pay was good & it was work from home so I loved that . Got laid off because of there wasn’t really any business
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Pretty good place to work

This is a great place to work. Benefits are great and they really encourage you to take pto. The work is fairly easy and they help you from the day you are hired to licensing to training and then being on your own in the role.
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The high level of stress caused permanent health issues.

What is the best part of working at the company?It was low pay with high stress with constant after hours contact when not on call. What is the most stressful part about working at the company?Dealing with the clients who did not know how to explain their problem they we’re having. What is the work environment and culture like at the company?Since 2019 it has become the worst place to work. It has become a work place of nonstop stress. What is a typical day like for you at the company?Unresolved problems that were days if not weeks old which were not documented anywhere. Spending countless hours researching a problem that others had but wasn’t passed along to the team!
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Fun co workers, good experience

work overload!! so many calls when the company rolls out new changes. no help from management. management always focus on numbers and not quality. working in the company taught me a lot.
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good place for work. heavy workload but good pay. It is exhausting with the heavy call volume. you need a car to get there. i dunno what else. expensive benefits
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It's a decent job for an extrovert right out of school, or as a stepping stone. Unfortunately, it's a glorified call center, where you get micromanaged and scolded if your stats aren't perfect, where you have to press a button that logs the time you spend in the bathroom, or asking your coworkers questions.
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Call center burnout alert

Recruiter was really more of a sales person. Really felt that the call center aspect of the job was played down very intentionally. Paid licensing is a nice entrance into the financial service industry. Benefits are solid. Training was disjunct. People are nice. Ultimately the hang is how slow the upward development is and being in a retail finance phone center is miserable.
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Overall rating

Based on 1,517 reviews

Ratings by category

3.8 out of 5 stars for Work/Life Balance
3.4 out of 5 stars for Salary/Benefits
3.3 out of 5 stars for Job Security/Advancement
3.2 out of 5 stars for Management
3.4 out of 5 stars for Culture
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