Job Description Summary
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.
In this role you will:
- Ensure that all client pension inquiries are responded to within defined service levels and in line with Vanguard standards.
- Understand client’s needs, expectations and behaviours and provide the appropriate materials/responses to meet those needs. As a Retirement Consultant you will be able to explain to clients in depth both the pension accumulation and de-accumulation phases of the Vanguard SIPP.
- Act as an escalation point for the SIPP Queries team as required and pass on product knowledge to the greater Personal Investor team.
- Communicate effectively and translate complex pension rules into simple terms that resonate with clients and/or third parties.
- Manage client data for internal record keeping purposes and be risk aware.
- Act as a Subject Matter Specialist maintaining technical expertise and keeping abreast of current and changing retirement issues and regulations.
- Provide constructive feedback and recommendations to achieve product and service enhancements.
- Support continuous improvement initiatives for internal and external processes and services.
- Participate in special projects and foster strong professional relationships with internal and/or external partners.
- Be a self-starter with a can-do attitude.
- Adapt to change in a positive manner.
- Champion excellence and attention to detail.
What it takes:
- 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.
- Significant 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.
Special Factors
- Vanguard is not offering sponsorship for this position.
- This is a hybrid position and would require you to work in the Manchester office Tuesday-Thursday.
- Please note that working hours may vary depending on business needs.
Why Vanguard?
Vanguard is a different kind of investment company. It was founded in the United States in 1975 on a simple but revolutionary idea: that an investment company should manage its funds solely in the interests of its clients.
This is a philosophy that has helped millions of people around the world to achieve their goals with low-cost, uncomplicated investments.
It's what we stand for: value to investors.
Inclusion Statement
Vanguard’s continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: “Do the right thing.”
We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard’s core purpose through our values.
When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose: to take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.
