Remediation Senior Associate

Vanguard; Manchester; On-site; GBP 45,000 - 65,000; Full time

Job summary

Vanguard is seeking a Remediation Senior Associate to manage remediation cases from information gathering through to compensation payment, liaising with third parties to obtain required data and conducting accurate financial loss calculations. You will keep clients updated and arrange cash or unit compensation as needed.

You will also investigate complaints, review case circumstances, identify root causes, and ensure fair, compliant resolutions in line with regulatory requirements and company

Qualifications

• Experience in administration, remediation, complaint handling, client operations or financial services case management.
• Strong numerical ability and attention to detail.
• Excellent written and verbal communication skills.
• Ability to explain complex information clearly to clients.

Responsibilities

• Act as case owner for assigned remediation matters, progressing cases efficiently with client focus.
• Liaise with third parties and internal teams to obtain information for financial loss assessments.
• Review information for completeness and relevance for remediation calculations.
• Track information requests, follow up within timescales and escalate delays or gaps.
• Carry out financial loss calculations once information is received, applying methodology consistently.
• Document rationale, inputs, assumptions and outcomes for each calculation.
• Identify cases needing additional review or technical support before final outcome.
• Ensure compensation reflects impact and places the client in the appropriate position.

Skills

Attention to detail

Numerical ability

Communication skills

Case management

Job description

As a Remediation Senior Associate, you will play a key role in supporting fair client outcomes by administering remediation cases from information gathering through to calculation completion and compensation payment. You will be responsible for liaising with third parties to obtain the information required to assess potential financial loss, completing accurate financial loss calculations once all required information has been received, keeping clients updated throughout the process, and arranging any cash or unit compensation due to the client.

In addition, you will investigate client complaints through to completion, conduct thorough reviews of case circumstances, identifying root causes, determining appropriate resolutions, and ensuring fair and consistent outcomes in line with regulatory and company requirements.

Core Responsibilities

Manage Remediation Cases and Information Gathering:

• Act as the case owner for assigned remediation matters, ensuring each case is progressed efficiently, accurately and with appropriate client focus.
• Liaise with third parties, internal teams and external providers to obtain the information required to complete financial loss assessments.
• Review information received to confirm it is complete, relevant and suitable for use in the remediation calculation.
• Track outstanding information requests, follow up within agreed timescales and escal … delays or data gaps where appropriate.

Complete Financial Loss Calculations and Remediation Outcomes:

• Carry out financial loss calculations once all required information has been received, ensuring the methodology is applied accurately and consistently.
• Record the rationale, inputs, assumptions and outcome of each calculation clearly so that decisions can be reviewed and evidenced.
• Identify cases where additional review, quality checking or technical support is required before the outcome is confirmed.
• Support the delivery of fair client outcomes by ensuring compensation reflects the impact of the identified issue and places the client in the appropriate position where required.

Client Communication and Compensation Administration:

• Communicate with clients throughout the remediation process, providing clear and timely updates on progress, outstanding information and expected next steps.
• Confirm to clients when calculations have been completed and explain the findings in a clear, professional and client-friendly manner.
• Arrange payment of compensation where due, including cash payments to a nominated bank account or unit compensation to the relevant investment account.
• Ensure client communications are accurate, empathetic and aligned to approved process, regulatory expectations and internal quality standards.

Process Adherence, Risk and Record Keeping:

• Follow agreed remediation procedures, calculation methodologies and approval controls to ensure consistency and accuracy across all cases.
• Maintain accurate records of third-party contact, information received, calculation outputs, client updates and compensation actions.
• Handle client and account information securely, escalating any data quality, privacy, operational risk or conduct concerns promptly.
• Contribute to process improvements by identifying recurring issues, delays or themes that may impact remediation delivery or client experience.

Complaint Investigation and Resolution:

• Support the investigation of client complaints as required, taking ownership of assigned cases through to resolution.
• Review client concerns, account activity, communications and supporting evidence to establish the facts of each case.
• Conduct thorough and impartial investigations, identifying root causes and assessing whether service, process or administrative errors have occurred.
• Prepare clear and well-reasoned complaint outcomes, ensuring decisions are supported by evidence and aligned with regulatory requirements, internal policies and complaint-handling standards.
• Communicate complaint findings to clients in a professional, clear and empathetic manner, addressing concerns and managing expectations throughout the process.
• Identify and escape any systemic issues, trends or control weaknesses identified through complaint investigations to support continuous improvement and fair client outcomes.
• Reflecting the additional expectations of Senior Associate role, assess the complaint handling completed by other crew to support quality assurance, provide constructive feedback, and independently review challenged or escalated outcomes to ensure decisions are evidence-based, fair and consistent.

Key Skills & Experience

• Experience in administration, remediation, complaint handling, client operations or financial services case management.
• Strong numerical ability, attention to detail and confidence working with calculations, data input and reconciliation-style activity.
• Excellent written and verbal communication skills, with the ability to explain complex information clearly and professionally to clients.
• Abilit