Complaints Handler
Location: Manchester
Pay: Competitive day rate PAYE
Contract Type: Temporary
Hours of Work: 9am to 5pm Monday to Friday (Hybrid 3 days in Office 2 from home)
About the Company
Vanguard is an investment company unlike any other. It was founded on a simple but revolutionary idea: that an investment company should manage its funds solely in the interests of its clients. We helped bring investing to the masses with the index fund. Index funds do not pick individual shares or bonds to beat the market; they track the performance of the entire market. Or as our Founder Jack Bogle put it, "Don't look for the needle in the haystack. Just buy the haystack!" We have stood for low-cost, uncomplicated investing ever since. Over the last 45 years, people have come round to our way of thinking, and more than 30 million investors worldwide now trust us with their money.
We’re growing in Manchester! In 2023 we opened a new office in the Landmark Building at St Peter’s Square dedicated to continuing our core purpose; giving investors the best chance for investment success. Manchester is a natural home for Vanguard; a city that matches our ambition and diversity. We are building a team here that showcases our values of Care, Inclusion, Curiosity, and Excellence. If that sounds like you, we’d love to hear from you.
Core Responsibilities
1. Handles and prioritizes complex assigned or escalated client requests. May follow up with internal partners or clients directly to resolve outstanding issues.
2. Follows standardized procedures to resolve client issues. Conducts research to fulfill complex client requests and transactions.
3. Identifies applicable internal partners to collaborate with to develop solutions to complex issues. Identifies trends and contributes to process improvement efforts.
4. Ensures client inquiries are resolved and communicated within defined service levels. Ensures all communications are within regulatory guidelines, and are accurate, clear, and concise.
5. Develops and maintains proficient knowledge of Vanguard funds, products, and services. Understands the overall Financial Services industry and related legal, tax, and regulatory issues to guide clients.
6. Participates in special projects and performs other duties as assigned.
Skills
* Investment Platforms
* Complaint Investigation
* Transfer Complaints
* Communication
* Time Management
Qualifications
Minimum of two years related work experience required. Experience in client services preferred.
Undergraduate degree or equivalent combination of training and experience required.
We are committed to offering an inclusive recruitment experience. If you require accommodations because of disability or health condition, please email: gscemeaedi@robertwalters.com. This position is being sourced through our Outsourcing service line.
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