Client Case Representative, Associate

What is the Client Communication Center?

The Client Communication Center is a team within the Transfer Agency Operations dedicated to providing exceptional support and service to a diverse range of clients. This would include broker-dealers, clearing hubs, record-keepers, insurance companies, and bank trust clients. Internally, we collaborate closely with Vanguard Brokerage, the US Ownership Group, Financial Advisory Services (FAS) Intermediary Relationship team, and other groups within FAS.

In addition to taking calls, the team processes trades that fall out of the automated path (NSCC, ETS and Web), manage the automated LT and email reporting processes, complete auditor requests, incoming emails, and manages some related control reports. Our team is committed to ensuring seamless client interactions and effective management of various financial activities through meticulous monitoring, timely communication, and tailored solutions, by leveraging advanced systems and a proactive approach.

Responsibilities

• Handles and prioritizes assigned client requests. May follow up with internal partners or clients directly to resolve outstanding issues.
• Follows standardized procedures to resolve client issues. Conducts research and completes standard transactions.
• Identifies applicable internal partners to collaborate with to develop solutions.
• 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 basic knowledge of Vanguard funds, products, and services, as well as the overall Financial Services industry.
• Participates in special projects and performs other duties as assigned.

Qualifications

• Minimum of one-year related work experience required. Experience in client services preferred.
• Undergraduate degree or equivalent combination of training and experience required.
• Demonstrates a proactive approach to problem-solving and decision-making.
• Analyzes market trends and competitive landscape to inform strategic decisions.
• Builds and maintains strong relationships with clients, stakeholders, and team members.
• Maintains a structured and efficient workflow to meet deadlines and objectives.

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

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.

How We Work

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.