Retirement Plan Concierge Specialist

Vanguard; Malvern (Chester County); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Licensing support

Hybrid work model

Professional development opportunities

Career growth pathways

Job summary

Vanguard is seeking a Retirement Service Administrator to serve as a dedicated advocate and case owner for participants requiring specialized support. You will manage complex retirement plan inquiries, conduct in-depth research, and deliver accurate, timely resolutions with professional written correspondence.

This role emphasizes case ownership, escalated issue resolution, and premium concierge-quality service within a growing enterprise client environment.

Qualifications

• Undergraduate degree or an equivalent combination of education and relevant work experience.
• Minimum of three years of experience in financial services, workplace retirement plans, participant servicing, retirement operations, case management, or a related field.
• Active FINRA SIE registration required prior to start date.
• Ability to obtain FINRA Series 7 and Series 66 registrations within licensing timeframes after joining Vanguard.

Responsibilities

• Own complex participant cases from intake through resolution, ensuring timely follow-up and exceptional service.
• Research and resolve escalated participant issues by partnering with internal teams across service, recordkeeping, and business support functions.
• Draft and deliver professional participant correspondence that is clear, accurate, compliant, and tailored to individual participant needs.
• Analyze participant concerns, identify root causes, and recommend effective solutions that improve outcomes and the participant experience.
• Serve as a trusted resource for retirement plan and financial wellness inquiries by applying specialized product knowledge.
• Document case activity thoroughly and maintain accurate records throughout the resolution process.
• Monitor service trends and identify opportunities for process improvements and operational efficiencies.
• Balance multiple priorities while maintaining attention to detail and adherence to service commitments.

Skills

Analytical thinking

Written communication

Organization

Multi-tasking

Collaboration

Education

Bachelor's degree or equivalent

Job description

Vanguard is seeking a Retirement Service Administrator to serve as a dedicated advocate and case owner for participants requiring specialized support. You will manage complex retirement plan inquiries, conduct in-depth research, and deliver accurate, timely resolutions with professional written correspondence.

This role emphasizes case ownership, escalated issue resolution, and premium concierge-quality service within a growing enterprise client environment.