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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.
