Client Relationship Administrator at Vanguard (Phoenix, AZ)

| Phoenix – Mesa – Scottsdale, AZ
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Education Savings is a critical priority for Retail direct investors, as it is the biggest investing concern for our clients, second to retirement. We work with state plan sponsors to offer 529 plan services. We steward over $150B for college savings and ABLE plans across nearly 40 states. We have three business models (full service, investment and portfolio management, and investment only products) and as an CRA you get a flavor of each in your client book. Crew who have moved on from this role recently have become: team leader, plan document specialist and S2 vendor management specialist, S2 project manager.

What makes us and this role so unique
  • We are essentially a small company of our own within the Retail division. We're a small and nimble group, and we move quickly.
  • Personal growth opportunities abound - you get exposure to all facets of the business: fund accounting, reporting, legal and compliance, driving business development efforts - it is a very diverse role!
  • Working with end to end business process: operations, trading, investment strategy and marketing.
  • Ability to collaborate with our external partner - Ascensus Government Savings.
  • Great team dynamic with Relationship Manager partners integrated into the state relations team.
  • Nothing is cookie cutter- each client is different, evolving dynamics with the states and within the industry. It keeps things interesting!

Some of the key skills and competencies we are looking for are below:
  • Strong professional presence and excellent communication skills.
  • Strong project management skills - ability to meet deadlines, and manage multiple projects and priorities.
  • Excellent analytical, problem solving and organizational skills.
  • Ability to work independently and in a team environment.
  • Attention to detail.
  • Comfort with ambiguity and rapid change.

In this role you will:
  • Supports ESG Relationship Managers in the execution of state client deliverables and strategy implementation. Communicates with state clients to further strengthen and enhance the relationship with Vanguard. Develops an understanding of the client's immediate and long-term needs in order to efficiently plan and deliver services.
  • Acts as a liaison between the state client, the third party participant record keeper, and various departments at Vanguard (including the ESG Contact Center, Marketing, FIS, Legal, and Investment Portfolio Accounting). Coordinates resolution of issues for state clients with a high degree of complexity associated with the ongoing administration of their plans. Communicates both verbally and in writing concerning issues related to daily plan administration (e.g. problem solving, plan-level money movement, and coordination of plan events such as price and fund changes.) Coordinates and tracks the process with the Relationship Managers to ensure requests are timely completed.
  • Leads and understands the process of winning new or retaining existing business through a Request for Proposal. Serves as the primary point of contact for all parties involved and coordinates development of Vanguard's response to RFPs. Analyzes plan details to determine the most appropriate service model such as full service or investment only. Understands plan demographics and attractiveness. Works closely with management, the relationship manager, Investment Strategy Group, and PRD to determine fund lineup for the plan. Collects feedback from Senior Management and multiple business areas. Participates in strategic discussions associated with the proposal.
  • Coordinates conversion events with OTG by ensuring all processing steps are accurate prior to the actual event. This includes notifying Large Transaction processing, OTG, IPA, RIG BTG, FIS and supports the team in the completion of all business activities. Works closely with business partners to plan, coordinate and facilitate all project responsibilities. Follows up on assigned tasks to ensure timeframes are met.
  • Leads project meetings, documents the progress of projects and communicates the status of projects to internal clients and management, including formal presentations for upper management as needed. Documents all projects and assignments and provides accurate and timely updates to management team and/or department. Identifies, evaluates and elevates issues that impact the completion of the project. Resolves problems that impact the project as needed.
  • Maintains awareness of current MSRB rules, compliance, and industry changes that impact 529 plan administration. Notifies appropriate areas of plan changes and ensures changes are incorporated into systems or procedures.
  • Adheres to existing procedures. Integrates project results smoothly into workflows by ensuring new or specialized procedures and workflows are documented as appropriate through SharePoint.
  • Audits state monthly reports prior to submitting to the Relationship Manager for final review.
  • Mentors less tenured client administrators.
  • Participates in special projects and performs other duties as assigned.

What it takes:
  • Undergraduate degree or equivalent combination of training and experience.
  • Minimum of three years of progressively responsible related work experience.
  • Strong professional presence.
  • Strong project management skills preferred.
  • Knowledge of Vanguard policies, procedures and workflows preferred.
  • Excellent verbal, written and interpersonal communication skills.
  • Ability to meet deadlines and manage multiple projects and priorities.
  • Excellent analytical, problem solving and organizational skills.
  • Ability to work independently, as well as perform effectively in a team environment.
  • Attention to detail.
  • Ability to deal with ambiguity and rapid change.


Special Factors

Vanguard is not offering visa sponsorship for this position.

Limited travel (2-3 times per year).

About Vanguard

We are Vanguard. Together, we're changing the way the world invests.

For us, investing doesn't just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose - and that's how we've become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.

We want to make success accessible to everyone. This is our opportunity. Let's make it count.

Inclusion Statement

Vanguard's continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: "Do the right thing."

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard's core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

Future of Work

During the pandemic, we transitioned to a work from home model for the majority of our crew and we continue to interview, hire, and on-board future crew remotely.

As we have developed the path forward, we have taken a thoughtful approach that both maximizes the advantages of working remotely and the many benefits of coming together and collaborating in a shared workspace. We believe that in-person interactions among our crew are important for preserving our unique culture and advantageous for the personal development of our crew.

When our Crew return to the office, many will work in our hybrid model. A smaller proportion of our crew will operate in the Work from Home work model (for example, field sales crew); or in the Work from Office model (for example, portfolio managers).

The working model that your role falls into will be communicated to you in the interview process - please do ask if you are unsure. We encourage you to make the decision regarding your job interview and offer knowing which model your role will fall into. We will test and learn as our ways of working evolve and will continue to evaluate working models along the way.
More Information on Vanguard
Vanguard operates in the Fintech industry. The company is located in Valley Forge, PA, Charlotte, NC and Scottsdale, AZ. Vanguard was founded in 1975. It has 20252 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 4 open jobs at Vanguard, click here.
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