Written Correspondence Client Representative, Senior Associate

Vanguard•Malvern, PA

7d•Hybrid

About The Position

Identifies complaints, investigates and responds to client requests by email and written response. Completes transactions to resolve client needs. May escalate issues. Researches and resolves complex client issues. Responds to client requests and complaints by phone, email, or written response. Investigates fund and account discrepancies, and resolves general account issues. Follows up with internal partners or clients directly to resolve outstanding issues. Follows established regulatory guidelines to identify and handle complaints. Logs complaints into database and continuously monitors progress toward fulfillment. Uses discretion to prioritize complaints. Identifies and collaborates with various partners, including peers, business partners, and external vendors, to develop solutions to complex issues. Ensures client inquiries are resolved and communicated within defined service levels. Ensures all communications are within regulatory guidelines, and are accurate, clear, and concise. Documents client feedback and identifies trends to contribute to process improvement efforts. May present findings to management. Develops and maintains proficient knowledge of Vanguard funds, products, and services. Understands the overall Financial Services industry and related legal, tax, and regulatory issues to guide clients. Participates in special projects and performs other duties as assigned.

Requirements

Minimum of two years related work experience required.
Undergraduate degree or equivalent combination of training and experience required.
This job requires a regulatory license and/or registration (e.g. FINRA, state, SFC). These will be determined by Compliance based on role-specific duties.

Nice To Haves

Experience in client services preferred.

Responsibilities

Researches and resolves complex client issues.
Responds to client requests and complaints by phone, email, or written response.
Investigates fund and account discrepancies, and resolves general account issues.
Follows up with internal partners or clients directly to resolve outstanding issues.
Follows established regulatory guidelines to identify and handle complaints.
Logs complaints into database and continuously monitors progress toward fulfillment.
Uses discretion to prioritize complaints.
Identifies and collaborates with various partners, including peers, business partners, and external vendors, to develop solutions to complex issues.
Ensures client inquiries are resolved and communicated within defined service levels.
Ensures all communications are within regulatory guidelines, and are accurate, clear, and concise.
Documents client feedback and identifies trends to contribute to process improvement efforts.
May present findings to management.
Develops and maintains proficient knowledge of Vanguard funds, products, and services.
Understands the overall Financial Services industry and related legal, tax, and regulatory issues to guide clients.
Participates in special projects and performs other duties as assigned.