Retirement Plan Specialist

About the role

Join a specialized team dedicated to supporting Deloitte participants through personalized service, case management, and correspondence support. As a Retirement Plan Specialist, you'll resolve complex requests and deliver an exceptional service experience. If you're passionate about client service, problem-solving, and building meaningful relationships, this is an opportunity to make a direct impact while helping shape a new and growing service model.

Responsibilities

• 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.

Requirements

• 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.

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.

Benefits

• 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.

Vanguard is not offering visa sponsorship for this position.

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.