Client Case Representative, Senior Associate

Vanguard • Malvern, PA

2d • Hybrid

About The Position

At Vanguard, the mission is to work for the long-term financial wellbeing of clients, leading through products and services that transform clients' lives, and fostering learning and development for individuals and teams. This mission drives the company forward and inspires its employees. Vanguard has adopted a hybrid working model for most crew members, aiming to combine enhanced flexibility with in-person learning, collaboration, and connection. This model is believed to support long-term client outcomes and enrich the employee experience through a mission-driven and highly collaborative culture. Vanguard is one of the world's largest investment management companies, serving individual investors, institutions, employer-sponsored retirement plans, and financial professionals. The company prides itself on a diverse and talented crew, a culture that promotes teamwork, and an unwavering focus on serving clients' best interests.

Requirements

• Minimum of three years related work experience in the Financial Services industry.
• Undergraduate degree or equivalent combination of training and experience required.
• This job requires a regulatory license and/or registration (e.g. FINRA, state, SFC). These will be determined by Compliance based on role-specific duties.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees