Job Description

About the Job

Are you passionate about solving complex problems and delivering exceptional service experiences?

Join Vanguard's Enterprise Client Concierge Team as a Retirement Service Administrator, where you'll serve as a dedicated advocate and case owner for participants requiring specialized support. In this role, you'll manage complex retirement plan inquiries and service requests, conduct in-depth research, collaborate across multiple business areas, and deliver thoughtful, accurate, and timely resolutions.

Unlike traditional call center or high-volume service positions, this role is focused primarily on case management, issue resolution, and written correspondence. You'll leverage your retirement industry knowledge, analytical skills, and attention to detail to help participants navigate complex situations while providing a premium concierge-level experience.

This is an exciting opportunity to join a growing team supporting a strategic enterprise client while developing expertise in retirement plans, participant advocacy, and cross-functional problem solving.

In This Role, You Will:

• Own complex participant cases from intake through resolution, ensuring timely follow-up and exceptional service throughout the experience.
• 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 overall participant experience.
• Serve as a trusted resource for retirement plan and financial wellness inquiries by applying specialized product and industry knowledge.
• Document case activity thoroughly and maintain accurate records throughout the resolution process.
• Monitor service trends and identify opportunities for process improvements, operational efficiencies, and enhanced participant outcomes.
• Balance multiple priorities while maintaining strong attention to detail and adherence to service commitments.

What It Takes

Required 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 Securities Industry Essentials (SIE) registration required prior to start date.
• Ability to obtain FINRA Series 7 and Series 66 registrations within established licensing timeframes after joining Vanguard, if not currently held.
• Analytical and problem-solving skills with the ability to independently research and resolve complex issues.
• Strong written communication skills with experience preparing professional client or participant correspondence.
• Demonstrated ability to manage multiple priorities while maintaining a high degree of accuracy, organization, and accountability.
• Strong collaboration and relationship-building skills across diverse business partners.

Preferred Qualifications

• Experience supporting defined contribution retirement plans, workplace retirement programs, 401(k) plans, participant services, or institutional retirement clients.
• Active FINRA Series 7 and Series 66 registrations.
• Experience in complex case ownership, escalated issue resolution, executive correspondence, or service recovery environments.
• Knowledge of retirement plan administration, participant transactions, and retirement servicing operations.
• Proven ability to work independently and drive issues to resolution in a fast-paced environment.

How We Will Support You

At Vanguard, we're committed to helping our crew build rewarding careers. You'll receive:

• Comprehensive onboarding and role-specific training.
• Licensing support and resources to obtain required FINRA registrations.
• Ongoing coaching, mentorship, and professional development opportunities.
• Access to career growth pathways across retirement services, operations, participant experience, and leadership.
• Support for continued education and professional designations, including programs such as the CFP® certification.
• The opportunity to contribute to an evolving concierge service model supporting a strategic enterprise client.

Why Vanguard

At Vanguard, we believe in supporting our crew personally and professionally through every stage of their careers. Our mission-driven culture, commitment to development, and client-first philosophy create opportunities for meaningful work and long-term growth.

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.