Executive Client Resolution, Senior Specialist

Vanguard•Malvern, PA

21d•Hybrid

About The Position

Do you thrive in high stakes situations where senior leaders trust you to take ownership and move quickly? Are you comfortable influencing across divisions to bring the right people together when it matters most? This is a high visibility, high impact role at the center of Vanguard’s most sensitive and complex client situations, those elevated directly to the executive team. The Executive Client Resolution, Senior Specialist serves as the primary owner for all executive outreach cases, resolving complex and sensitive client concerns on behalf of Vanguard senior leaders and executives. You’ll manage end to end case ownership, engage directly with clients, and partner across internal business units to drive timely, accurate, and client focused resolutions. Ideal for someone with strong executive presence and confidence navigating ambiguity, this role goes beyond resolution. You’ll apply sound judgment, professionalism, and empathy while also turning individual escalations into executive level insights through trend analysis and reporting — helping leaders prioritize action, improve the client experience, and reduce future complaint volume.

Requirements

This role is well suited for someone who brings executive presence, strong judgment, and analytical thinking, and who thrives in visible, fastmoving situations.
Eight years of related experience required; experience in financial services, service recovery, executive escalations, or complaint management strongly preferred.
This job requires a 7 & 63 regulatory license and/or registration (e.g., FINRA, state, SFC). These will be determined by Compliance based on role specific requirements and responsibilities.
Demonstrated ability to manage complex, sensitive situations requiring advanced problem solving, emotional intelligence, and sound judgment.
Strong written and verbal communication skills, with the ability to engage confidently with senior leaders and executive audiences.
Proven experience influencing outcomes across multiple business units without direct authority.
Ability to independently navigate enterprise systems to research client information, understand how complex issues arose, and identify related activity — while effectively leveraging case management partners for deeper investigation and administrative support as needed.
Ability to analyze information, identify trends, and translate insights into clear, executive level reporting and data visualizations.
Comfortable building presentations and visual outputs using available tools.
Strong relationship building skills and the ability to work hand in hand with senior partners in a highly collaborative environment.
High attention to detail with strong case management skills.
Comfortable operating in a role that requires flexibility and responsiveness outside of a traditional 9 to 5 schedule, with balance built into the workday.
Undergraduate degree or equivalent combination of education, training, and experience preferred.

Nice To Haves

The Series 24 would be beneficial, but it is not required.

Responsibilities

Serves as the primary owner for all executive outreach cases, managing complex and highly sensitive client concerns on behalf of Vanguard senior leadership.
Provides end-to-end case management, including client outreach, issue investigation, coordination of corrective actions, and confirmation of resolution.
Engages directly with clients using advanced communication, empathy, and professionalism to restore trust and confidence following escalated service experiences.
Partners with internal business units including operations, advice, technology, risk, legal, and compliance to drive timely and accurate client resolutions.
Exercises independent judgment to assess risk, determine appropriate resolution strategies, and escalate issues when necessary.
Communicates case updates and outcomes clearly to executives and senior leaders, ensuring transparency and alignment throughout the resolution process.
Analyzes executive outreach trends to identify root causes, systemic issues, and opportunities for process improvement.
Produces executive-level reporting and insights to inform leadership decision making and support complaint reduction strategies.
Leverages deep understanding of Vanguard products, services, and operational processes to navigate complex client scenarios.
Participates in special projects and continuous improvement initiatives related to service recovery, client experience, and complaint management.