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Client Case Representative, Senior Associate

AT Vanguard
Vanguard

Client Case Representative, Senior Associate

London, United Kingdom

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.

Client-provided location(s): London, UK
Job ID: Vanguard-163927
Employment Type: Full Time

Perks and Benefits

  • Health and Wellness

    • FSA
    • HSA
    • Health Reimbursement Account
    • Fitness Subsidies
    • On-Site Gym
    • HSA With Employer Contribution
    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • Mental Health Benefits
    • Virtual Fitness Classes
    • Pet Insurance
  • Parental Benefits

    • Non-Birth Parent or Paternity Leave
    • Birth Parent or Maternity Leave
    • Fertility Benefits
    • Adoption Assistance Program
    • Family Support Resources
    • Adoption Leave
  • Work Flexibility

    • Flexible Work Hours
    • Hybrid Work Opportunities
  • Office Life and Perks

    • Company Outings
    • Commuter Benefits Program
    • Casual Dress
    • Happy Hours
    • Snacks
    • Some Meals Provided
    • On-Site Cafeteria
  • Vacation and Time Off

    • Personal/Sick Days
    • Paid Holidays
    • Paid Vacation
    • Volunteer Time Off
    • Leave of Absence
  • Financial and Retirement

    • Relocation Assistance
    • Performance Bonus
    • 401(K) With Company Matching
    • 401(K)
    • Financial Counseling
    • Profit Sharing
  • Professional Development

    • Promote From Within
    • Mentor Program
    • Shadowing Opportunities
    • Access to Online Courses
    • Tuition Reimbursement
    • Internship Program
    • Lunch and Learns
    • Leadership Training Program
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program
    • Employee Resource Groups (ERG)

Company Videos

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