Conversions Client Case Representative, Senior Associate

Vanguard • Malvern, PA

4d • Hybrid

About The Position

This role involves handling and prioritizing complex client requests, acting as a liaison between internal partners and external plan sponsors to coordinate client account transfers. The representative will resolve outstanding issues, follow standardized procedures, conduct research for complex requests, and collaborate with internal teams to develop solutions. Additionally, they will ensure client inquiries are resolved within service levels and regulatory guidelines, maintain knowledge of Vanguard funds and services, and understand the financial services industry, including legal, tax, and regulatory issues. Participation in special projects and other assigned duties are also part of the role.

Requirements

• Minimum of three years related work experience in the Financial Services industry.
• Undergraduate degree or equivalent combination of training and experience required.

Nice To Haves

• Experience in client services preferred.

Responsibilities

• Handles and prioritizes more complex assigned or escalated client requests.
• Acts as liaison between internal partners and external plan sponsors to coordinate client account transfers.
• May follow up with clients directly to resolve outstanding issues.
• Follows standardized procedures to resolve client issues.
• Conducts research to fulfill complex client requests and transactions.
• Collaborates with internal partners to develop solutions to complex issues.
• May provide training for less experienced crew.
• Ensures client inquiries are resolved and communicated within defined service levels.
• Ensures all communications are within regulatory guidelines, accurate, clear, and concise.
• 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.

Benefits

• The job description mentions that Vanguard is not offering visa sponsorship for this position, which is a condition of employment rather than a benefit.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree