[RESTRICTED] Process Support Associate

*Restricted to current Foundational Operations crew only*

The Process Oversight and Support Team (POST) in Foundational Operations is hiring! Since its inception POST has worked to introduce a structure that supports career paths within Foundational Operations retains talent and valuable institutional knowledge of our core processes and sets us up for success in meeting our Foundational purpose to make it easy for our clients to invest with Vanguard by advocating for better digital experiences championing process improvements and efficiently serving their needs.

This position is within the Redemptions & Exchanges Process Oversight and Support Team (POST). The Redemptions & Exchanges Process Support Associate is responsible for answering associate questions providing training support updating process resources support testing for new system capabilities processing of accommodations or high-risk transactions and creating and compiling reports.

*Contact a member of Team Scarpa for an overview

Key Responsibilities:

Client Request Management:

• Interpret research and process complex client requests on our mutual fund and brokerage platforms.
• Consistently follow policies and procedures while independently utilizing systems and resources effectively.
• Exhibit a sense of urgency and accountability for the client experience.
• Attend trainings and proactively seek opportunities to develop lean management knowledge.

Inquiry Resolution:

• Own and resolve client or stakeholder inquiries with a logical systematic approach to problem-solving.
• Collaborate with peers and business partners to continually enhance the client experience.
• Leverage online resources and past experience to independently meet challenges and provide viable alternative solutions.
• Identify trends and escalate critical issues for timely communication and improved self-provisioning of business partners.
• Utilize appropriate delegates and crew resources (e.g. Crew Champion) to seek accommodations.

Proficiency and Expertise:

• Demonstrate full proficiency in all brokerage and mutual fund functions designated under respective training paths.
• Maintain a balance between quality and productivity to meet department standards.
• Serve as a Subject Matter Expert to the business assisting with coaching and supporting peers in completing client requests.
• Adhere to standard work/workflows and vocalize opportunities for improvement.
• Actively suggest enhancements to processes.

Communication and Risk Mitigation:

• Communicate both verbally and in written format with clients to clarify incomplete or invalid paperwork.
• Mitigate risk by accurately capturing client instructions conveying details and providing clarification for each event.
• Incorporate the six Client Relationship Management (CRM) skills into internal and external client interactions.
• Comply with all Financial Industry Regulatory Authority (FINRA) Securities and Exchange Commission (SEC) and internal policies regarding client contact.

Lean Management Participation:

• Actively participate in lean management culture (e.g. huddles problem-solving staff meetings and trainings).
• Adhere to standard work/workflows and vocalize opportunities for improvement.

Business Support and Flexibility:

• Prioritize work and provide flexibility to support business needs.
• Demonstrate general awareness of the current business environment.
• Show interest in the financial markets and brokerage environment.
• Understand Vanguard products including fund minimums additional purchase limits and closed funds.

Continuous Improvement:

• Stay current with procedural updates or technology enhancements.
• Assist with reviewing procedures and recommend revisions.
• Participate in conversations around individual and team targets during huddle board discussions.
• Consistently update goals in a timely fashion.

Special Projects:

• Participate in special projects and perform other duties as assigned.

Qualifications:

• Undergraduate degree or equivalent combination of training and experience.
• Minimum of two years general experience and one year industry/technology experience.
• Demonstrated client relationship management experience.
• Strong problem resolution and time management skills.
• Outstanding positive attitude with the ability and willingness to effectively work within a team environment.
• Demonstrated ability to work in high-volume situations with time constraints and adapt within a fluid work environment.
• Ability to prioritize and handle multiple tasks in a rapidly changing brokerage environment.
• Working knowledge of Microsoft Office and PCs.
• Embraces a culture of recognition.

Vanguard is not offering visa sponsorship for this position.

Special Factors

Sponsorship

About Vanguard

At Vanguard we dont just have a missionwere on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne our mission drives us forward and inspires us to be our best.

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.