Client Case Representative, Specialist

Core Responsibilities
1. Handles complex and escalated client requests. Positions long-term solutions and coordinates with internal partners to ensure timely resolution of outstanding issues.
2. Identifies recurring client issues and contributes to the development of process improvements. Conducts research and analysis to uncover trends and inform service enhancements.
3. Builds and maintains relationships with internal partners across the business. Acts as a liaison to facilitate efficient resolution of client issues and support cross-functional initiatives.
4. Participates in initiatives aimed at exceeding service quality goals. Evaluates client feedback and industry trends to support the development of strategic plans and workflow enhancements.
5. Maintains advanced knowledge of Vanguard funds, products, and services. Understands key legal, tax, and regulatory issues impacting client service and uses this knowledge to guide clients effectively.
6. Contributes to the development of client communications and internal reporting. May assist in preparing materials for leadership or client-facing teams.
7. Participates in special projects and performs other duties as assigned.

Qualifications

• Minimum of five 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.

Special Factors

Sponsorship

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.