Owns more complex client requests on our mutual fund and brokerage platforms.
Consistently follows policies and procedures for completing work while independently utilizing systems and resources effectively.
Exhibits a sense of urgency and accountability for the client experience.
Attend trainings and proactively seek opportunities to develop (Vanguard Management System knowledge).
Owns and resolves client or stakeholder inquiries while demonstrating logical, systematic approach to problem solving.
Collaborates with peers and business partners to continually enhance the client experience.
Leverages online resources and past experience to independently meet challenges and provide viable alternative solutions as needed.
Identifies trends and escalates critical issues for timely communication and improved self-provisioning of business partners.
Leverages appropriate delegates, crew resources to seek accommodations.
Demonstrates full proficiency in all brokerage and mutual fund functions designated under respective training path.
Maintains balance between quality and productivity to meet department standards.
Serves as a Subject Matter Expert to the business and assists with coaching and supporting peers in completing client requests.
Adheres to standard work/workflows, vocalizes opportunities to improve upon it.
Actively suggests enhancements to processes.
Actively participates in Vanguard Management System culture (i.e. huddles, problem solving, staff meeting, and trainings).
Adheres to standard work/workflows, vocalizes opportunities to improve upon it.
Prioritizes work and provides flexibility to support business needs.
General awareness of the current business environment.
Demonstrates an interest in the financial markets and brokerage environment.
Understands Vanguard products including, but not limited to, fund minimums, additional purchase limits, and closed funds.
Reviews procedures, recommends enhancements, and executes upon them.
Participates in conversations around individual and team targets during huddle board conversations, and consistently updates goals in a timely fashion.
Participates in special projects and performs other duties as assigned.
Requirements
Undergraduate degree or equivalent combination of training and experience.
Minimum of two years general experience and one year industry/technology.
Strong problem resolution and time management skills.
Outstanding positive attitude with ability and willingness to effectively work within a team environment.
Excellent communication skills both with peers and business partners.
Demonstrated ability to work in a high volume situation with time constraints and to adapt within a fluid work environment.
Ability to prioritize and handle multiple tasks in a rapidly changing brokerage environment.
Ability to navigate ambiguity to set their own goals and align them with strategic focus areas of the business.
Working knowledge of Microsoft Office and PCs.
Preferred qualifications: Proficiency in Microsoft Excel, including ability to use data to identify trends, insights, and opportunities for action.
Benefits
Vanguard is not offering visa sponsorship for this position.
Hybrid working model for enhanced flexibility while enabling in-person learning, collaboration, and connection.