Client Case Representatives, Senior Associate

Job Summary

Receives and investigates client inquiries, and communicates solutions. Manages multiple workflows, and implements process improvement initiatives. May handle escalated issues.

About Vanguard

Vanguard is an investment company unlike any other. It was founded by Jack Bogle in the US in 1975 on a simple but revolutionary idea: that an investment company should manage its funds solely in the interests of its clients. Jack helped bring investing to the masses with the index fund. Index funds do not pick individual shares or bonds to beat the market. They supervise the performance of the entire market. Or as Jack put it, "Don't look for the needle in the haystack. Just buy the haystack!”. We have stood for low-cost, uncomplicated investing ever since. Over the last 45 years people have come round to our way of thinking and more than 30 million investors worldwide now trust us with their money.

Core Responsibilities

As a Client Case Representatives, Senior Associate, you will;

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

What it takes:

• Related work experience required. Experience in client services preferred.
• Undergraduate degree or equivalent combination of training and experience required.

Special Factors

• Vanguard is not offering visa sponsorship for this position.
• This is a hybrid position and would require you to work in the office location Tuesday-Thursday.

Inclusion Statement

Vanguard’s continued dedication to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: “Do the right thing.”

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard’s core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.