Offer Specialist, Margin Loans

Vanguard•Malvern, PA

20h•Hybrid

About The Position

The Product Specialist – Margin & Fully Paid Lending is responsible for delivering high quality, client centric support for Vanguard’s margin lending and fully paid lending offerings. This role serves as a subject matter expert for these products, partnering closely with clients, Relationship Managers, and internal stakeholders to ensure accurate education, responsible usage, and a consistent client experience aligned with Vanguard’s principles. The Product Specialist manages ongoing client relationships, supports complex servicing needs, and acts as a trusted resource for both clients and internal partners.

Requirements

Undergraduate degree or equivalent combination of training and experience.
Minimum of three years’ experience with financial services; brokerage operations experience preferred.
FINRA Series 7 and 63 licenses or ability to obtain within 3 months of hire.
Demonstrated ability to understand and communicate technical issues.
Strong organizational and time management skills.
Ability to prioritize work to accommodate special situations and time sensitive matters.
Strong decision-making and attention to detail skills.
Demonstrated knowledge of VBS Credit and Margin processes or willingness to learn.
Customer service orientation with excellent interpersonal and communication (oral and written) skills; team player with positive attitude.
Strong relationship building skills.
Proficiency with Excel, Word, and other Microsoft applications.

Responsibilities

Serve as a dedicated point of contact for clients utilizing margin accounts and participating in Fully Paid Lending programs.
Manage a defined “pseudo book of business,” maintaining continuity and accountability for ongoing client needs.
Provide clients with direct contact information and maintain proactive, professional communication.
Address client inquiries and service requests with accuracy, timeliness, and sound judgment.
Develop and maintain deep expertise in margin lending and fully paid lending products, including mechanics, eligibility considerations, risks, and disclosures.
Clearly explain complex concepts in a factual, client‑appropriate manner, ensuring clients understand product features and considerations.
Manage margin loan distributions, house call threshold calculations, and interest rate cost discussions in real time.
Support education‑first conversations that align with Vanguard’s guidance standards and compliance expectations.
Act as a resource for Relationship Managers by reinforcing consistent and compliant product messaging.
Work collaboratively with multiple Relationship Managers to support shared clients and coordinate service efforts.
Partner with internal teams to resolve complex servicing scenarios and escalate issues as appropriate.
Contribute to consistent and high‑quality client experience across teams.
Effectively prioritize and manage multiple client relationships, service requests, and time‑sensitive matters.
Balance proactive client engagement with reactive servicing needs.
Maintain strong organizational discipline while operating with a high degree of autonomy.
Actively upskill on evolving product features, regulatory considerations, and internal processes.
Share knowledge with peers and partners to support broader team capability.
Demonstrate a “student and teacher” mindset—continuously improving personal expertise while helping others do the same.
Participates in special projects and performs other duties as assigned.