Client Representative, Senior Associate (Digital Correspondent)

Responsibilities

• Serve as the initial point of contact for Personal Investor clients through chat, secure message center, and non-secure message channels. Respond to requests for investment, fund, and account information and resolve complex account issues.
• Follow standardized procedures to meet client needs while exercising sound judgment for more complex requests. Conduct research as needed to support accurate and timely resolution.
• Use a consultative approach to appropriately position Vanguard products and services based on client needs, goals, and circumstances.
• Develop and maintain proficient knowledge of Vanguard funds, products, and services. Build understanding of the broader financial services industry, including relevant legal, tax, and regulatory considerations, to effectively guide clients.
• Document client interactions, trends, and team feedback to support service improvement efforts and operational enhancements within the business.
• Operate effectively in a fast-paced, high-volume environment, including managing chat concurrency and adapting to frequent changes driven by new pilots, tools, and client experience enhancements.
• Participate in special projects and perform other duties as assigned.

• Minimum of two years of related work experience required.
• Undergraduate degree or equivalent combination of training and experience required.
• Required active regulatory licenses: SIE, Series 7, and Series 63 prior to start

• Prior client-facing experience in financial services, investments, or retirement-related support.
• Experience supporting clients through chat, written, or digital service channels in a regulated environment.
• Familiarity with email correspondence systems, live chat platforms, and/or secure messaging tools
• Ability to effectively multitask and manage multiple client interactions simultaneously in a high-volume setting.