As a Retirement Consultant, you will utilise your existing pension knowledge to provide best-in-market service to our clients. You should expect to serve clients in a dynamic environment through a variety of channels including phone and email. You will work as part of a Retirement team and inside the wider Personal Investor Service with your main objective to deliver outstanding service to our clients and encouraging them to foster a lasting relationship with Vanguard.
Duties & Responsibilities:
- Ensure that all client pension inquiries are responded to within defined service levels and in line with Vanguard standards
- Understands client's needs, expectations and behaviours and provide the appropriate materials/responses to meet those needs. As a Senior Consultant you will be able to explain to clients in depth both the pension accumulation and de-accumulation phases of the Vanguard SIPP.
- Acts as an escalation point for the SIPP Queries team as required and passes on product knowledge to the greater Personal Investor team
- Communicates effectively and able to translate complex pension rules into simple terms that resonate with clients and/or third parties
- Manages client data for internal record keeping purposes and is risk aware
- Acts as a Subject Matter Specialist maintaining technical expertise and keeping abreast of current and changing retirement issues and regulations
- Provides constructive feedback and recommendations to achieve product and service enhancements
- Supports continuous improvement initiatives for internal and external processes and services
- Participates in special projects and fosters strong professional relationships with internal and/or external partners
- Self-starter with a can do attitude
- Adapts to change in a positive manner
- Champions excellence and attention to detail
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Qualifications & Skills:
- Undergraduate degree or equivalent combination of training and experience
- Preferably possess relevant pension qualifications (R04 or equivalent)
- Previous experience explaining to clients how to accumulate benefits in a SIPP and options at retirement
- Minimum 5 year industry experience
- Excellent interpersonal, verbal and written communication skills
- Strong analytical ability and problem solving skills
- Attention to detail, follow through, good judgment and flexibility
- Excellent time management and organisational skills
- Ability to multi-task and adjust to change and ambiguity in a positive manner
- Ability to work under pressure
Please note that working hours may vary depending on business needs.
How We Work
Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.