Priority Operations 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

Duties and Responsibilities

1. Interprets, researches and processes more complex client requests on our mutual fund and brokerage platforms. Consistently follows policies and procedures for completing work while independently utilizing systems and resources effectively. Exhibits a sense of urgency and accountability for the client experience. Attend trainings and proactively seek opportunities to develop (lean management knowledge).
2. Owns and resolves client or stakeholder inquiries while demonstrating logical, systematic approach to problem solving. Collaborates with peers and business partners to continually enhance the client experience. Leverages online resources and past experience to independently meet challenges and provide viable alternative solutions as needed. Identifies trends and escalates critical issues for timely communication and improved self-provisioning of business partners. Leverages appropriate delegates, crew resources (i.e. Crew Champion) to seek accommodations.
3. Demonstrates full proficiency in all brokerage and mutual fund functions designated under respective training path. Maintains balance between quality and productivity to meet department standards. Serves as a Subject Matter Expert to the business and assists with coaching and supporting peers in completing client requests. Adheres to standard work/workflows, vocalizes opportunities to improve upon it. Actively suggests enhancements to processes.
4. Communicates both verbally and in written format with clients to clarify incomplete or invalid paperwork. Mitigates risk by accurately capturing client instructions, conveying details and providing clarification for each event. Incorporates the six Client Relationship Management (CRM) skills into internal and external client interactions. Communicates both verbally (incoming and outgoing) and in written format with clients to clarify incomplete or invalid paperwork. Complies with all Financial Industry Regulatory Authority (FINRA), Securities and Exchange Commission (SEC) and Vanguard internal policies regarding client contact.
5. Actively participates in lean management culture (i.e. huddles, problem solving, staff meeting, and trainings). Adheres to standard work/workflows, vocalizes opportunities to improve upon it.
6. Prioritizes work and provides flexibility to support business needs. General awareness of the current business environment. Demonstrates an interest in the financial markets and brokerage environment. Understands Vanguard products including, but not limited to, fund minimums, additional purchase limits, and closed funds.
7. Stays current following procedural updates or technology enhancements. Assists with reviewing procedures and recommends revisions. Participates in conversations around individual and team targets during huddle board conversations, and consistently updates goals in a timely fashion.
8. Participates in special projects and performs other duties as assigned.

Qualifications

Undergraduate degree or equivalent combination of training and experience. Minimum of two years general experience and one year industry/technology. Demonstrated client relationship management experience. Strong problem resolution and time management skills. Outstanding positive attitude with ability and willingness to effectively work within a team environment. Demonstrated ability to work in a high volume situation with time constraints and to adapt within a fluid work environment. Ability to prioritize and handle multiple tasks in a rapidly changing brokerage environment. Working knowledge of Microsoft Office and PCs. Embraces a culture of recognition. Vanguard is not offering visa sponsorship for this position. 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.

About Us

Vanguard, one of the world's largest investment management companies, serves individual investors, institutions, employer-sponsored retirement plans, and financial professionals. We have a diverse and talented crew with a culture that promotes teamwork, along with an unwavering focus on serving our clients' best interests.