Client Case Representatives, Senior Associate

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Working as part of a Retirement team and inside the wider Personal Investor Services group, your main objective will be to deliver outstanding service to our clients and encourage them to foster a lasting relationship with Vanguard.

Core Responsibilities

• Ensure that client pension inquiries are responded to within defined service levels and in line with Vanguard standards.
• Understand client's needs, expectations and behaviours and provide the appropriate materials/responses to meet those needs.
• Communicate effectively and translate complex pension rules into simple terms that resonate with clients and/or third parties.
• Manage client data for internal record keeping purposes and be risk aware.
• Support continuous improvement initiatives for internal and external processes and services.
• Participate in special projects and foster strong professional relationships with internal and/or external partners.
• Be a self-starter with a can-do attitude.
• Adapt to change in a positive manner.
• Champion excellence and attention to detail.

Qualifications

• Undergraduate degree or equivalent combination of training and experience
• Preferably possess relevant pension qualifications (R04 or equivalent)
• Previous experience explaining to clients how to accumulate benefits in a SIPP and options at retirement
• Excellent interpersonal, verbal and written communication skills
• Strong analytical ability and problem solving skills
• Attention to detail, follow through, good judgment and flexibility
• Excellent time management and organisational skills
• Ability to multi-task and adjust to change and ambiguity in a positive manner
• Ability to work under pressure

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.