Client Case Representative, Associate

Vanguard•Malvern, PA

1d•Hybrid

About The Position

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. 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. Vanguard, one of the world's leading investment management companies, serves individual investors, institutions, employer-sponsored retirement plans, and financial professionals. We have a diverse and talented crew with a culture that promotes teamwork, along with an unwavering focus on serving our clients' best interests.

Requirements

Minimum of 1 year of related experience (client service or financial services preferred)
Bachelor’s degree or equivalent combination of education and experience
Strong problem-solving, organizational, and communication skills
Ability to manage multiple priorities in a fast-paced environment
Demonstrated ability to collaborate and balance stakeholder needs
Proven initiative, accountability, and results-driven mindset
Experience with workflow or case management systems preferred (e.g., BPM, CRaVE)
Basic knowledge of financial services or willingness to learn

Responsibilities

Process and resolve client-related requests through backend systems and workflow tools (e.g., BPM, CRaVE)
Investigate issues, perform research, and complete transactions with a high degree of accuracy
Manage and prioritize a high volume of cases, ensuring work is completed within defined service levels
Partner with internal teams to resolve issues and ensure smooth end-to-end processing
Escalate complex or high-risk items appropriately while maintaining ownership of outcomes
Maintain accurate documentation and updates within internal systems
Balance multiple workflows and competing priorities in a fast-paced environment
Take initiative to identify and resolve issues, driving timely results
Maintain a strong client focus by ensuring quality, accuracy, and efficiency in all work performed
Identify opportunities to improve processes and reduce operational friction
Build foundational knowledge of financial products, services, and internal systems