A story of growth and impact in Client Services

Imagine starting your career in a client-facing role where every day is an opportunity to make a lasting impact. This is where many career journeys at Vanguard begin, and for Maycee S., it was no different. Wearing a headset and committing to excellence, Maycee’s path from a client relations representative to a senior administrator has been one of continuous growth and transformation.

“We are the front line. We are the voice that the client hears when they call in, we are Vanguard. Everything is about the experience the client gets.”

Maycee joined Vanguard right after college as a member of the Investment Services team. After passing the SIE exam and obtaining the Series 7 and Series 63 licenses, Maycee was able to begin assisting clients with a wide range of tasks, from helping them understand investment products that aligns with their goals to account maintenance and support. “Each call brings a new scenario, a fresh perspective, and an opportunity to make a difference,” Maycee states. “Whether it’s resolving a complex issue or simply providing a listening ear, every interaction is a chance to leave a lasting impression.”

One of the most rewarding aspects of this role Maycee recalls, was the opportunity to build strong relationships with clients and colleagues. Each call was a bridge to understanding, and a chance to connect on a human level. Over time, these interactions transformed into meaningful relationships, fostering trust and loyalty. Clients came to rely on Maycee as a problem solver, while her colleagues became her support system, and often, her friends. This network of relationships is the lifeblood of the front lines, making even the toughest days manageable.

But life on the front lines was more than just a job for Maycee; it was a launchpad for her career. From communication and problem-solving to leadership and teamwork, the client services role offered a wealth of transferable skills that would prepare Maycee to take the next step in her career journey at Vanguard.

Six months after joining Investment Services, Maycee was presented with an opportunity to transition to a support lead role. This move was a natural progression for her, as she had developed a deep understanding of the company’s processes and a strong network of colleagues. The support lead position offered ample opportunities for professional growth, particularly through various projects and exposure to senior leadership. These projects broadened Maycee’s expertise and deepened her understanding of the company.

After spending some time as a support lead, Maycee had the opportunity to transition from client-facing to client account access operations. As an Internal Operations Associate, Maycee found herself at the heart of a dynamic and multifaceted role. This role involved collaborating with various departments, analyzing critical data, and driving process enhancements. This role was not just about maintaining the status quo but identifying opportunities for improvement and implementing strategies that streamline workflows to boost efficiency.

Maycee states, “Everyday in my role is unique and full of new challenges, which keeps me engaged and constantly growing. I love how this dynamic environment strengthens my skills and allows me to contribute meaningfully. In the end, all my efforts pay off as they enhance the client experience, making it all worthwhile.”

Vanguard prides itself on offering dynamic and rewarding career opportunities that go beyond the traditional trajectory. The commitment to employee growth and development is unparalleled, providing fertile ground for individuals to explore diverse roles and find their perfect fit within the company. Whether starting as a front-line phone representative or in another entry-level position, the pathways to advancement are numerous and designed to foster continuous learning and professional development.

By sharing her journey, Maycee hopes to inspire others to see the potential for growth and impact at Vanguard. Her story is a testament to the company’s dedication to fostering a supportive and inclusive environment where every employee can thrive.

Learn more about our opportunities in Client Services here.