Client Case Representative, Senior Associate

As a Retirement Consultant, you will utilise your existing pension knowledge to provide best-in-market service to our clients. You should expect to serve clients in a dynamic environment through a variety of channels including phone and email. You will work as part of a Retirement team and inside the wider Personal Investor Service with your main objective to deliver outstanding service to our clients and encouraging them to foster a lasting relationship with Vanguard.

Duties & Responsibilities:

• Ensure that all client pension inquiries are responded to within defined service levels and in line with Vanguard standards
• Understands client's needs, expectations and behaviours and provide the appropriate materials/responses to meet those needs. As a Senior Consultant you will be able to explain to clients in depth both the pension accumulation and de-accumulation phases of the Vanguard SIPP.
• Acts as an escalation point for the SIPP Queries team as required and passes on product knowledge to the greater Personal Investor team
• Communicates effectively and able to translate complex pension rules into simple terms that resonate with clients and/or third parties
• Manages client data for internal record keeping purposes and is risk aware
• Acts as a Subject Matter Specialist maintaining technical expertise and keeping abreast of current and changing retirement issues and regulations
• Provides constructive feedback and recommendations to achieve product and service enhancements
• Supports continuous improvement initiatives for internal and external processes and services
• Participates in special projects and fosters strong professional relationships with internal and/or external partners
• Self-starter with a can do attitude
• Adapts to change in a positive manner
• Champions excellence and attention to detail

Qualifications & Skills:

• 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
• Minimum 5 year industry experience
• 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

Please note that working hours may vary depending on business needs.

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.