UK Personal Investor Retirement Consultant

August 29, 2019
August 29, 2019
London, England, GB
Job Requisition #126657

As a Retirement Consultant, you will utilise your technical pension expertise and knowledge to provide best-in-market service to our clients, particularly as they retire. You should expect to serve clients 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

  • Provides technical expertise, executes all routine client guidance (e.g. online) and coordinates complex transactions (e.g. fund transfers) for the Vanguard Pension offering. Responsible for translating the Pension rules into terms that resonate with clients and ultimately lead to a heightened level of understanding.
  • Understands client needs, expectations and behaviours and provides the appropriate materials/responses to meet those needs. Communicates effectively with clients and third parties keeping them informed of change/issues etc. Champions service excellence and demonstrates attention to detail.
  • Develops and master one’s retirement industry acumen through continuous learning and self-development opportunities. Maintains technical expertise and keeps abreast of current and changing retirement issues and regulations.
  • Maintains a high level of efficiency by meeting set standards for both quality and productivity. Maintains and expands a thorough working knowledge of Vanguard’s processing systems, departmental policies and procedures for processing client requests.
  • Takes the lead building and fostering strong professional and collaborative working relationships with internal partners and where needed, improves internal relationships to enhance the client experience in order to create a better service experience for our internal and external clients.
  • Builds and maintains strong technical understanding of the business and procedures. Continuously looking for ways to better the client experience and improve internal processes to further enhance the departments’ effectiveness.
  • Reacts appropriately to volumes. Adapts to a changing working environment or changes in policies in a positive manner, provides feedback and improvement suggestions to management for consideration. Adheres to all departmental, corporate, and regulatory guidelines and requirements.
  • Improves the effectiveness and efficiency of retirement policies and procedures by proactively anticipating and addressing issues/trends that may impact shareholders and/or Vanguard.
  • Participates in special projects and performs other duties as assigned.

Qualifications

  • Undergraduate degree or equivalent combination of training and experience.
  • Possess relevant pension industry recognised qualifications.
  • Previous pension administration experience, with any experience in the retirement income phase being favoured.
  • Experience in a client facing role.
  • 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.
  • Must be able to work with internal partners to enhance the client relationship.
  • Highly professional demeanor is required to effectively deal with prospective and existing clients.
  • Experience working with investment platforms would be preferable.

Special Factors

Vanguard is not offering visa sponsorship for this position.

August 29, 2019
August 29, 2019
London, England, GB
Job Requisition #126657

As a Retirement Consultant, you will utilise your technical pension expertise and knowledge to provide best-in-market service to our clients, particularly as they retire. You should expect to serve clients 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

  • Provides technical expertise, executes all routine client guidance (e.g. online) and coordinates complex transactions (e.g. fund transfers) for the Vanguard Pension offering. Responsible for translating the Pension rules into terms that resonate with clients and ultimately lead to a heightened level of understanding.
  • Understands client needs, expectations and behaviours and provides the appropriate materials/responses to meet those needs. Communicates effectively with clients and third parties keeping them informed of change/issues etc. Champions service excellence and demonstrates attention to detail.
  • Develops and master one’s retirement industry acumen through continuous learning and self-development opportunities. Maintains technical expertise and keeps abreast of current and changing retirement issues and regulations.
  • Maintains a high level of efficiency by meeting set standards for both quality and productivity. Maintains and expands a thorough working knowledge of Vanguard’s processing systems, departmental policies and procedures for processing client requests.
  • Takes the lead building and fostering strong professional and collaborative working relationships with internal partners and where needed, improves internal relationships to enhance the client experience in order to create a better service experience for our internal and external clients.
  • Builds and maintains strong technical understanding of the business and procedures. Continuously looking for ways to better the client experience and improve internal processes to further enhance the departments’ effectiveness.
  • Reacts appropriately to volumes. Adapts to a changing working environment or changes in policies in a positive manner, provides feedback and improvement suggestions to management for consideration. Adheres to all departmental, corporate, and regulatory guidelines and requirements.
  • Improves the effectiveness and efficiency of retirement policies and procedures by proactively anticipating and addressing issues/trends that may impact shareholders and/or Vanguard.
  • Participates in special projects and performs other duties as assigned.

Qualifications

  • Undergraduate degree or equivalent combination of training and experience.
  • Possess relevant pension industry recognised qualifications.
  • Previous pension administration experience, with any experience in the retirement income phase being favoured.
  • Experience in a client facing role.
  • 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.
  • Must be able to work with internal partners to enhance the client relationship.
  • Highly professional demeanor is required to effectively deal with prospective and existing clients.
  • Experience working with investment platforms would be preferable.

Special Factors

Vanguard is not offering visa sponsorship for this position.

Our commitment to equal employment opportunity

Vanguard is an equal opportunity employer. Vanguard is committed to providing all crew members a working environment that is free from discrimination, prejudice and bias. Through this Equal Employment Opportunity (EEO) Policy, Vanguard reaffirms its commitment to equal employment opportunity for all applicants and crew members without regard to race, color, national origin or ancestry, religion, gender, sex, sexual orientation, gender identity or expression, age, disability, marital status, veteran or military status. In addition, Vanguard prohibits discrimination based on genetic information, as well as any other characteristic protected by federal, state or local law.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Vanguard. Please inform careers@vanguard.com if you need assistance completing this application or to otherwise participate in the application process.

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