Receives and investigates complex client inquiries, and communicates solutions. Acts as subject matter expert, and manages multiple workflows. May handle escalated issues.

Core Responsibilities

• Handles and prioritizes complex assigned or escalated client requests. May follow up with internal partners or clients directly to resolve outstanding issues.
• Follows standardized procedures to resolve client issues. Conducts research to fulfill complex client requests and transactions.
• Identifies trends in complex issues and collaborates with internal partners to develop solutions. May provide training to less experienced crew.
• 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 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.
• Participates in special projects and performs other duties as assigned.

Qualifications

• Minimum of three years related work experience in the Financial Services industry. Experience in client services preferred.
• Undergraduate degree or equivalent combination of training and experience required.

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard, we don't just have a missionwe'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.