Written Correspondence Client Representative, Senior Associate
Vanguard
Job Description
Identifies complaints, investigates and responds to client requests by email and written response. Completes transactions to resolve client needs. May escalate issues.
Responsibilities:
Researches and resolves complex client issues. Responds to client requests and complaints by phone, email, or written response. Investigates fund and account discrepancies, and resolves general account issues. Follows up with internal partners or clients directly to resolve outstanding issues.
Follows established regulatory guidelines to identify and handle complaints. Logs complaints into database and continuously monitors progress toward fulfillment. Uses discretion to prioritize complaints.
Identifies and collaborates with various partners, including peers, business partners, and external vendors, to develop solutions to complex issues.
Ensures client inquiries are resolved and communicated within defined service levels. Ensures a...