About Us
More than 45 years ago, John C. Bogle had a vision to start an investment company that did things differently. A company with no external shareholders. Where all the profits were invested back into the business and used to lower costs. Evidently, it was as bold as it was brilliant. To this day, Vanguard Group still has no external shareholders. That means no share prices to protect, and no profits to generate for outside owners.
Today, Vanguard is one of the world’s largest investment management companies, serving more than 50 million investors worldwide. For more than 25 years Vanguard Australia has been supporting individual investors, financial advisers, and superannuation members to achieve their long-term financial goals.
Our Team & Opportunity
Vanguard Australia is seeking a Client Services Associates to join our well-established Personal Investor business to answer client requests and manage interactions to resolve client needs. This role is responsible for delivering a high quality of service to existing and new Vanguard Personal Investor clients and also to service our Vanguard Super members. This is a fast-paced client centered role that requires previous
Core Responsibilities
Serve as the initial point of contact for clients. Responds to requests for investment, fund, and account information. Resolves complex account issues and handles escalated issues from the team and via third-party providers.
Ensures the completion of deliverables for assigned tasks as needed to support the team's daily objectives and oversight activities.
Follows standardised procedures to meet client needs. May conduct research for complex requests.
Documents client and team feedback in support of service improvement efforts within the business.
Recognises opportunities and recommends process improvements to gain efficiencies and ensure quality.
Uses a consultative approach to position products and services to clients.
Provides support and guidance to other members of the Personal Experience team to achieve highest levels of performance. Assists with training and is cross-trained and able to provide coverage as required.
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.
Performs day-to-day oversight of third-party providers.
Participates in special projects and performs other duties as assigned.
Qualifications:
Minimum of 2+ years related work experience in the Finance Services within Superannuation or Fund Management Industry preferred.
Experience in client services, preferably in a contact center environment required. Candidates Must have previous phone based experience.
Demonstrated client first mentality, ensuring outcomes are met to deliver top tier service to all clients.
Strong analytical capabilities, research and time management skills. Proficiency in client services and procedures preferred.
Ability to develop and maintain relationships with external providers and internal partners.
Demonstrated ability to function in a fast paced, ambiguous environment working with multiple business partners and diverse responsibilities.
This job may require a regulatory license such as RG146
Undergraduate degree or equivalent combination of training and experience required.
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.
Skills Required
- 2+ years related work experience in Finance Services
- Experience in client services in a contact center environment
- Demonstrated client first mentality
- Strong analytical and research skills
- Ability to develop relationships with providers and partners
- Undergraduate degree or equivalent training and experience
Vanguard Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Vanguard and has not been reviewed or approved by Vanguard.
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Retirement Support — Retirement support appears unusually strong through a 401(k) design that includes a match plus an additional employer contribution, which can materially lift long-term total rewards. HSA seeding and an enhanced employer match further strengthen the savings-and-benefits value of the package.
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Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle support is reinforced by a sizable annual FlexFund stipend that can be applied across many day-to-day categories such as fitness, childcare, and other personal expenses. On-site or virtual clinics and fitness options add practical health and wellness convenience.
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Affordable Benefits — Healthcare and related benefits are positioned as comparatively affordable via heavily subsidized medical plans and broad coverage options. This affordability can offset moderate base pay for employees who place higher value on out-of-pocket cost reductions.
Vanguard Insights
What We Do
We are a community of 30 million who think – and feel – differently about investing. Together, we’re changing the way the world invests. Since our founding in 1975, helping our investors achieve their goals is our sole reason for existence. With no other parties to answer to and therefore no conflicting loyalties, we make every decision—like keeping investing costs as low as possible—with only your needs in mind. Vanguard is one of the world's largest investment companies, offering a large selection of high-quality low-cost mutual funds, ETFs, advice, and related services. Individual and institutional investors, financial professionals, and plan sponsors can benefit from the size, stability, and experience Vanguard offers. As of April 30, 2019, we managed more than $5.6 trillion in global assets. In addition, we have 189 funds in the United States and 225 funds in global markets. For Commenting Guidelines & Important information, visit here: http://vanguard.com/linkedin Vanguard Marketing Corporation, Distributor.
