Client Case Representatives, Senior Associate

Restricted to International
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 prioritizes complex assigned or escalated client requests. May follow up with internal partners or clients directly to resolve outstanding issues.

2. Act as an intermediary between FNZ and Vanguard to manage client requirements.

3. Enhance interactions with clients by balancing the need to provide an excellent service and building a scalable proposition through automation of messaging to clients.

4. Follows standardized procedures to resolve client issues. Conducts research to fulfill complex client requests and transactions.

5. Identifies applicable internal partners to collaborate with to develop solutions to complex issues. Identifies trends and contributes to process improvement efforts.

6. Ensures client inquiries are resolved and communicated within defined service levels. Ensures all communications are within regulatory guidelines, and are accurate, clear, and concise.

7. 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.

8. 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.