Client Case Representative, Senior Associate

Vanguard•Malvern, PA

1d•Hybrid

About The Position

Vanguard is on a mission to work for the long-term financial wellbeing of its clients, to lead through product and services that transform clients' lives, and to learn and develop skills as individuals and as a team. This role is part of a hybrid working model designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. Vanguard is one of the world's largest investment management companies, serving individual investors, institutions, employer-sponsored retirement plans, and financial professionals. The company has a diverse and talented crew with a culture that promotes teamwork, along with an unwavering focus on serving clients' best interests.

Requirements

Minimum of two years related work experience required.
Undergraduate degree or equivalent combination of training and experience required.

Nice To Haves

Experience in client services preferred.

Responsibilities

Handles and prioritizes complex assigned or escalated client requests.
May follow up with internal partners or clients directly to resolve outstanding issues.
Follows standardized procedures to resolve client issues.
Conducts research to fulfill complex client requests and transactions.
Identifies applicable internal partners to collaborate with to develop solutions to complex issues.
Identifies trends and contributes to process improvement efforts.
Ensures client inquiries are resolved and communicated within defined service levels.
Ensures all communications are within regulatory guidelines, and are accurate, clear, and concise.
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.
Participates in special projects and performs other duties as assigned.