Client Case Representative, Senior Associate
Job details
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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.
Understand 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.
Act as an escalation point for the SIPP Queries team as required and pass on product knowledge to the greater Personal Investor team.
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.
Act as a Subject Matter Specialist maintaining technical expertise and keeping abreast of current and changing retirement issues and regulations.
Provide constructive feedback and recommendations to achieve product and service enhancements.
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 & 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 years 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.
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