Client Experience & Lean Ops Specialist

The Vanguard Group; Scottsdale (AZ); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Vanguard in Scottsdale is hiring a client relations specialist to interpret, research, and resolve complex client requests on mutual fund and brokerage platforms. The role emphasizes urgency, accuracy, and adherence to FINRA/SEC policies while delivering strong service in a hybrid work environment.

The successful candidate will collaborate with peers, leverage CRM skills, and apply problem-solving, time management, and relationship-management strengths to improve the client experience.

Qualifications

• Undergraduate degree or equivalent experience.
• Minimum of two years general experience and one year industry/technology.
• Strong client relationship management and problem-resolution skills.
• Ability to work in a high-volume brokerage environment and within a team.

Responsibilities

• Interprets, researches and processes complex client requests on mutual fund and brokerage platforms, following policies and procedures.
• Owns and resolves client inquiries, collaborates with peers to enhance the client experience, and escalates as needed.
• Serves as SME, coaches peers, adheres to standard workflows, and suggests process improvements.
• Communicates clearly with clients to clarify paperwork and instructions, capturing details accurately.
• Participates in lean management activities and supports team targets and goals.
• Maintains knowledge of Vanguard products, fund minimums, limits, and closed funds.
• Keeps up with procedural updates and technology enhancements, contributing to revisions.

Skills

Client relationship management

Time management

Problem solving

Team collaboration

Education

Undergraduate degree

Tools

Microsoft Office

CRM systems

Job description

Vanguard in Scottsdale is hiring a client relations specialist to interpret, research, and resolve complex client requests on mutual fund and brokerage platforms. The role emphasizes urgency, accuracy, and adherence to FINRA/SEC policies while delivering strong service in a hybrid work environment.

The successful candidate will collaborate with peers, leverage CRM skills, and apply problem-solving, time management, and relationship-management strengths to improve the client experience.