Vanguard
To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.
What is the Vanguard mission?
Access client and account information.
What is OCEAN used for?
The system we utilize to record information and manage client relationships.
What is Dynamics?
Determine if Foundational Services owns a call topic and which Journey should own it.
What is the purpose of the JOBS Tool?
Greet & Open
Discover
Satisy
Close/Wrap-up
What is Call Structure?
Investor Zeal
Inclusinve Crew
Character
Tenacity
What are the 4 Vanguard pillars?
Last 4 of the SSN/Zip Code
Account number (V)
Phone Number (.)
Email Address
Full SSN (last resort)
How could you find the client's profile?
Identify any requests or opportunities that require immediate attention.
What are "Alerts?"
Investments
Retirement Services
Change of Ownership (COO)
Onboarding
What are some business partners that you may need to conference/transfer a client to?
GenAI-powered tool that automatically generates a comprehensive recap of an entire call conversation after the client interaction.
What is Post Call Summary?
Connect
Discover
Deliver
Enable
What is the Vanguard Management System (VMS)?
Click on Key Data>Caller Authentication.
How would you pull up a client's call security questions?
Houses client paperwork.
What is BPM?
Support used as questions arise and clarity is needed in how to proceed.
What is the Step-Up Model?
Presence
Relating
Questioning
Listening
Positioning
Checking
What are the Sic Critical Skills (SCS)?
We make it easy for our clients to invest with Vanguard by advocating for better digital experiences, championing process improvement, and efficiently serving their needs.
What is the Foundational Purpose?
Forms section
Which OCEAN section can you navigate to in order to send a Transaction Link?
An outstanding client request that is missing information?
What is a NIGO (Not In Good Order)?
The resource we could use to determine the procedure for transferring a call.
What is Standard Work?
To ensure all Self-Directed clients experience a consistent experience regardless of journey across contact centers.
What is "Quality Client Interaction Standard Work?
Vanguard's low-cost investments have created competition in the markets, pressuring asset managers to reduce their fees to remain competitive.
What is The Vanguard Effect?
The blue "i" icon next to the "Search" button.
What is how to search for the client and where to find "Quick Search Tips."
Available status.
What is the status you'll be automatically logged into in Genesys?
The resource you could use when more detail is needed?
What is Infowave?
Understanding and sharing another person's feelings and attempting to put yourself in their shoes.
What is "empathy?"