Client Case Representative, Specialist (Remote)
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 five years related work experience in the Financial Services industry.
- Undergraduate degree or equivalent combination of training and experience.
Nice To Haves
- Three year's experience in client services preferred.
- Graduate degree preferred.
Responsibilities
- Leads ongoing support activities to resolve complex client requests. Recommends mid to long term solutions. Follows up with internal partners or clients directly to resolve outstanding issues.
- Provides strategic direction and recommendations on strategies to improve processes and services. Identifies and oversees the resolution of complex or escalated issues.
- Builds relationships with internal partners and acts as a liaison to facilitate the resolution of client issues. Helps strengthen internal relationships across the business to enhance the efficiency of client service.
- Leads initiatives to identify opportunities to exceed service quality goals. Proactively evaluates client feedback and industry trends to aid in the development of strategic plans. Implements workflow changes to achieve operational efficiencies.
- Develops and maintains expert-level knowledge of Vanguard funds, products, and services. Understands the overall Financial Services industry and the related legal, tax, and regulatory issues to guide clients. Analyzes department and industry changes and their impact on client service operations.
- Participates in special projects and performs other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1-10 employees
