Executive Client Resolution, Senior Specialist

Ideal for someone with strong executive presence and confidence navigating ambiguity, this role goes beyond resolution. You'll apply sound judgment, professionalism, and empathy while also turning individual escalations into executive level insights through trend analysis and reporting - helping leaders prioritize action, improve the client experience, and reduce future complaint volume.

Responsibilities

1. Serves as the primary owner for all executive outreach cases, managing complex and highly sensitive client concerns on behalf of Vanguard senior leadership.
2. Provides end- to -end case management, including client outreach, issue investigation, coordination of corrective actions, and confirmation of resolution.
3. Engages directly with clients using advanced communication, empathy, and professionalism to restore trust and confidence following escalated service experiences.
4. Partners with internal business units including operations, advice, technology, risk, legal, and compliance to drive timely and accurate client resolutions.
5. Exercises independent judgment to assess risk, determine appropriate resolution strategies, and escalate issues when necessary.
6. Communicates case updates and outcomes clearly to executives and senior leaders, ensuring transparency and alignment throughout the resolution process.
7. Analyzes executive outreach trends to identify root causes, systemic issues, and opportunities for process improvement.
8. Produces executive-level reporting and insights to inform leadership decision making and support complaint reduction strategies.
9. Leverages deep understanding of Vanguard products, services, and operational processes to navigate complex client scenarios.
10. Participates in special projects and continuous improvement initiatives related to service recovery, client experience, and complaint management.

Qualifications

This role is well suited for someone who brings executive presence, strong judgment, and analytical thinking, and who thrives in visible, fast moving situations.

• Eight years of related experience required; experience in financial services, service recovery, executive escalations, or complaint management strongly preferred.
• This job requires a 7 & 63 regulatory license and/or registration (e.g., FINRA, state, SFC). These will be determined by Compliance based on role specific requirements and responsibilities. The Series 24 would be beneficial, but it is not required.
• Demonstrated ability to manage complex, sensitive situations requiring advanced problem solving, emotional intelligence, and sound judgment.
• Strong written and verbal communication skills, with the ability to engage confidently with senior leaders and executive audiences. Proven experience influencing outcomes across multiple business units without direct authority.
• Ability to independently navigate enterprise systems to research client information, understand how complex issues arose, and identify related activity - while effectively leveraging case management partners for deeper investigation and administrative support as needed.
• Ability to analyze information, identify trends, and translate insights into clear, executive level reporting and data visualizations. Comfortable building presentations and visual outputs using available tools.
• Strong relationship building skills and the ability to work hand in hand with senior partners in a highly collaborative environment.
• High attention to detail with strong case management skills.
• Comfortable operating in a role that requires flexibility and responsiveness outside of a traditional 9 to 5 schedule, with balance built into the workday.
• Undergraduate degree or equivalent combination of education, training, and experience preferred.

Special Factors

Sponsorship
Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard, we don't just have a mission-we're 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.

Client-provided location(s): Scottsdale, AZ, Charlotte, NC, Dallas, TX, Malvern, PA

Job ID: Vanguard-175252

Employment Type: FULL_TIME

Posted: 2026-03-12T21:00:15