Receives and investigates client inquiries, and communicates solutions. Manages multiple workflows, and implements process improvement initiatives. May handle escalated issues.
Core Responsibilities
1. Handles and prioritises client requests. May engage with internal partners or clients directly to resolve outstanding issues.
2. Follows standardised procedures to resolve client issues. Conducts research to fulfill complex client requests and transactions.
3. Identifies applicable internal partners to collaborate with to develop solutions to complex issues. Identifies trends and contributes to process improvement efforts.
4. Ensures client inquiries are resolved and communicated within defined service levels. Ensures all communications are within regulatory guidelines, and are accurate, clear, and concise.
5. Develops and maintains proficient knowledge of Vanguard funds, products, operations and services. Understands the overall Financial Services industry and related legal, tax, and regulatory issues to guide clients.
6. Supports optimisation projects to improve processes, services and systems.
7. Participates in special projects and performs other duties as assigned.
Qualifications
- Minimum of two years related work experience required. Experience in client services preferred.
- 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.
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.
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