Client Case Representative, Specialist

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 largest 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 five years related work experience in the Financial Services industry.
• Undergraduate degree or equivalent combination of training and experience required.

Nice To Haves

• Two years experience in client services preferred.

Responsibilities

• Handles complex and escalated client requests. Positions long-term solutions and coordinates with internal partners to ensure timely resolution of outstanding issues.
• Identifies recurring client issues and contributes to the development of process improvements. Conducts research and analysis to uncover trends and inform service enhancements.
• Builds and maintains relationships with internal partners across the business. Acts as a liaison to facilitate efficient resolution of client issues and support cross-functional initiatives.
• Participates in initiatives aimed at exceeding service quality goals. Evaluates client feedback and industry trends to support the development of strategic plans and workflow enhancements.
• Maintains advanced knowledge of Vanguard funds, products, and services. Understands key legal, tax, and regulatory issues impacting client service and uses this knowledge to guide clients effectively.
• Contributes to the development of client communications and internal reporting. May assist in preparing materials for leadership or client-facing teams.
• Participates in special projects and performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level