Vanguard
Financial Services
WrittenCorrespondenceClientRepresentative,SeniorAssociate
Neural analysis suggests this role is
optimal for Senior candidates.
“Written Correspondence Client Representative, Senior Associate at Vanguard. Skills: Client relations, Issue resolution, Regulatory compliance. Identify complaints. Investigate complaints”
What You'll Achieve.
Resolve client needs; Ensure client inquiries resolved within service levels
Industry & Context.
Issue resolution; Problem solving
What They're Looking For.
Must Have
Two years related work experience, Undergraduate degree or equivalent, Regulatory license and/or registration
Nice to Have
Client services experience
What You'll Do.
Investigate complaints
Respond to client requests
Complete transactions
Research complex client issues
Respond to client complaints by phone
Respond to client complaints by email
Respond to client complaints by written response
Investigate fund discrepancies
Investigate account discrepancies
Resolve general account issues
Follow up with internal partners
Follow up with clients directly
Follow established regulatory guidelines
Log complaints into database
Monitor complaint progress
Prioritize complaints
Collaborate with partners
Develop solutions to complex issues
Ensure client inquiries are resolved
Communicate client inquiry resolutions
Ensure communications are accurate
Ensure communications are clear
Ensure communications are concise
Document client feedback
Identify trends for process improvement
Present findings to management
Develop proficient knowledge of Vanguard funds
Develop proficient knowledge of Vanguard products
Develop proficient knowledge of Vanguard services
Understand Financial Services industry
Understand related legal issues
Understand related tax issues
Understand related regulatory issues
Participate in special projects
Perform other duties as assigned
How You'll Work.
Team & Collaboration
Collaborate with peers; Collaborate with business partners; Collaborate with external vendors
Communication Scope
Written response; Email response
Full Job Description
Identifies complaints, investigates and responds to client requests by email and written response. Completes transactions to resolve client needs. May escalate issues. **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. **Qualifications:** * Minimum of two years related work experience required. Experience in client services preferred. * 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. **Special Factors** **Sponsorship** Vanguard is offering visa sponsorship for this position. **About Vanguard** At Vanguard, we don't just have a mission—we're on a mission. To work for the long-te
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