I applied online. The process took 2 weeks. I interviewed at Vanguard (Malvern, PA) in May 2015
Interview
The interview is a 4 hour long process. You arrive and learn about the company for an hour. Then you proceed to a two part interview (one hour each; face to face with an interviewer). One part is a mock situation, the other are traditional STAR (What did you you in 'xyz' situation) questions. The interview concludes with information on benefits, etc., time wasted if they do not offer you the position. Overall the interview experience for me was very uncomfortable. First you are in a larger group, then you are divided up and interviewed by individuals. I was selected to interview with two people(as opposed to the traditional 1:1), and no explanation was given as to why until the second portion of the one-on-one interview (where I was informed one of the individuals was in training). Additionally, the first set of interviewers did not keep eye contact with me and one of them was looking around the room as I answered his questions. It was very unprofessional and definitely distracting. Overall I was very dissatisfied with the actual interview process. I was also not given a reason, or recommendations for improvement, for not being hired.
All and all the process was very off putting and gave me a very low opinion of the interviewers/HR hiring process.
Interview questions [1]
Question 1
The mock phone call is awkward. You have to pretend the interviewer is a client. Its not a very good interview tool, especially when you consider a lot of the best customer service representatives utilize emotional ques to respond to clients(something that is not easily 'faked' for me). The fact that the interviewer seemed completely dis-interested in my earlier responses made the situation even more awkward for me.
You also do not know exactly how the company would approve/disapprove of going above and beyond for the client, what the procedures would be, or how that particular interviewer feels is most important(sympathy with client vs. resolving the situation quickly and easily). All of those factors aren't things that actually help in a client situation because you want to work towards the specific client, not the company line.
Interview was good, Interviewer provided alot of information containing to the job description and the benefits. They provided STAR example questions to get a better understanding of who I was and what I can possibly offer to the environment
I applied online. The process took 1 week. I interviewed at Vanguard (Charlotte, NC) in Aug 2021
Interview
The interview was a two step process, the phone screen was about 15 mins and they were mainly looking for clarity of your voice and if you are articulate. The virtual 1-on-1 interview was fairly easy, about 6 STAR-based questions regarding customer service, communication skills, and learning agility.
Interview questions [1]
Question 1
Tell me about a recent time where you had to develop rapport and maintain a relationship with a client or customer?
Role playing situation. Simulated call between customer and you in the role. Asked about interest in role and background. What would make you succeed. Interviewer observed how you handle a phone call
