Client Case Representative, Senior Associate

The Vanguard Group•Malvern, PA

2d•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.

Requirements

Minimum of three years related work experience in the Financial Services industry.
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 trends in complex issues and collaborates with internal partners to develop solutions.
May provide training to less experienced crew.
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.