Conversions Client Case Representative, Senior Associate

Core Responsibilities

1. Handles and prioritizes more complex assigned or escalated client requests. Acts as liaison between internal partners and external plan sponsors to coordinate client account transfers. May follow up with clients directly to resolve outstanding issues.

2. Follows standardized procedures to resolve client issues. Conducts research to fulfill complex client requests and transactions.

3. Collaborates with internal partners to develop solutions to complex issues. May provide training for less experienced crew.

4. Ensures client inquiries are resolved and communicated within defined service levels. Ensures all communications are within regulatory guidelines, 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.

Qualifications

• Minimum of three years related work experience in the Financial Services industry. 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.