Client Case Representatives, Specialist (Remote)

Core Responsibilities

1. Handles complex client requests, positions mid to long term solution for the client. Follows up with internal partners or clients directly to resolve outstanding issues.

2. Identifies and supports resolution of complex or escalated issues. Recommends and implements new processes to increase operational efficiency. Conducts research and analyses regarding trends in complex client issues.

3. Builds relationships with internal partners and acts as a liaison across the business to coordinate the resolution of client issues.

4. Participates in initiatives to identify opportunities to exceed service quality goals. Evaluates client feedback and industry trends in support of strategic plan development. Provides suggestions for workflow changes to achieve operational efficiencies.

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. Analyzes department and industry changes and their impact on client service operations.

6. Participates in special projects and performs other duties as assigned.

Qualifications

• Minimum of three years related work experience in the Financial Services industry. Two years experience in client services preferred.

• Undergraduate degree or equivalent combination of training and experience required.

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.