CIN3 - Adjustments Associate

Duties and Responsibilities
1. Processes client cases from several business partners in an accurate and timely matter in order to resolve errors with clients' accounts, utilizing AWD, VAST and WAVE systems. Independently researches and resolves exceptions and priorities accurately and in a timely manner.
2. Confirms that all processing steps created by business partners are compliant with Vanguard policies, procedures and FINRA regulations. Collaborates with business partners, if needed, on appropriate steps and had cases updated/corrected prior to processing client requests.
3. Supports specialized functions on a rotating basis, including fax and check preparation to/from external business partners, system limitation "workarounds," and answering the department hotline, including prioritizing work, correcting secondary errors and responding to internal business partner questions.
4. Outreach to clients on specific types of cases, including via the telephone and use the written correspondence via the Encorr system. Also, professionally communicates directly with external business partners in order to support the resolution of client cases.
5. Acts as an internal auditor using Same/Next Day Quality Audit (SDQA/NDQA) process. Verifies processing was done correctly, directs correction of mistakes, and charges crew and internal partners with quality errors. In addition, submits findings to database for management reporting and training purposes.
6. Serves as Subject Matter Expert (SME) on Adjustments Department processes and procedures to the Service Recovery Department, acting as the "last line of defense" prior to a client account being adjusted.
7. Actively supports client focus through the generation/implementation of ideas to better service clients. Identifies departmental trends and recommends improvements to workflow efficiencies, in addition to actively participating in VUE and the Voice of the Crew initiative.
8. Maintains effective work relationships by handling peer and management interactions in a positive and cooperative manner and through keeping supervisor informed of issues impacting the team.
9. Acts as a coach/mentor to new crew members, assists with education, and responds to questions regarding both routine and complex correction requests. Helps create, update and deliver Adjustments Department training to new and tenured crew. Assists with updating and maintaining procedures manuals.
10. Participates in special projects and performs other duties as assigned.

Qualifications

• Undergraduate degree or equivalent experience is preferred.
• Minimum two years general experience and one year industry experience.
• Demonstrated client relationship management experience.
• Excellent verbal and written communications skills.
• Strong problem resolution and time management skills.
• Outstanding positive attitude with ability and willingness to effectively work within a team environment.
• Demonstrated ability to work in a high volume situation with time constraints and to adapt within a fluid work environment.
• Ability and willingness to give/receive constructive feedback.
• Strong client focus and ability to develop relationships with internal and external clients.
• Ability to prioritize and handle multiple tasks in a rapidly changing environment.
• Working knowledge of Microsoft Office and PCs.

Special Factors

Vanguard is not offering visa sponsorship for this position.

About Vanguard

We are Vanguard. Together, we're changing the way the world invests.

For us, investing doesn't just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose - and that's how we've become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.

We want to make success accessible to everyone. This is our opportunity. Let's make it count.

Inclusion Statement

Vanguard's continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: "Do the right thing."

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard's core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

Future of Work

During the pandemic, we transitioned to a work from home model for the majority of our crew and we continue to interview, hire, and on-board future crew remotely.

As we have developed the path forward, we have taken a thoughtful approach that both maximizes the advantages of working remotely and the many benefits of coming together and collaborating in a shared workspace. We believe that in-person interactions among our crew are important for preserving our unique culture and advantageous for the personal development of our crew.

When our Crew return to the office, many will work in our hybrid model. A smaller proportion of our crew will operate in the Work from Home work model (for example, field sales crew); or in the Work from Office model (for example, portfolio managers).

The working model that your role falls into will be communicated to you in the interview process - please do ask if you are unsure. We encourage you to make the decision regarding your job interview and offer knowing which model your role will fall into. We will test and learn as our ways of working evolve and will continue to evaluate working models along the way.