Client Service Associate

About Vanguard 

More than 45 years ago, John C. Bogle had a vision to start an investment company that did things differently. A company with no external shareholders. Where all the profits were invested back into the business and used to lower costs. Evidently, it was as bold as it was brilliant. To this day, Vanguard Group still has no external shareholders. That means no share prices to protect, and no profits to generate for outside owners. 

Today, Vanguard is one of the world’s largest investment management companies, serving more than 50 million investors worldwide. For more than 25 years Vanguard Australia has been supporting individual investors, financial advisers, and superannuation members to achieve their long-term financial goals. 

Team and Opportunity    

We are hiring for Client Services Associates to join our well-established Personal Investor business to answer client requests and manage interactions to resolve client needs. This role is responsible for delivering a high quality of service to existing and new Vanguard Personal Investor clients and also to service our Vanguard Super members.

Core Responsibilities

• Serve as the initial point of contact for clients. Responds to requests for investment, fund, and account information. Resolves complex account issues and handles escalated issues from the team and via third-party providers.
• Ensures the completion of deliverables for assigned tasks as needed to support the team's daily objectives and oversight activities.
• Follows standardized procedures to meet client needs. May conduct research for complex requests.
• Documents client and team feedback in support of service improvement efforts within the business.
• Recognizes opportunities and recommends process improvements to gain efficiencies and ensure quality.
• Uses a consultative approach to position products and services to clients.
• Provides support and guidance to other members of the Personal Experience team to achieve highest levels of performance. Assists with training and is cross-trained and able to provide coverage as required.
• 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.
• Performs day-to-day oversight of third-party providers.
• Participates in special projects and performs other duties as assigned.

What we are looking for

• Minimum of three years related work experience in the Financial Services within Superannuation or Fund Management industry. Experience in client services, preferably in contact centre environment preferred.
• Demonstrated client first mentality, ensuring outcomes are met to deliver top tier service to all clients.
• Strong analytical capabilities, research and time management skills. Proficiency in client services and procedures preferred.
• Ability to develop and maintain relationships with external providers and internal partners.
• Demonstrated ability to function in a fast paced, ambiguous environment working with multiple business partners and diverse responsibilities.
• This job may require a regulatory license such as RG146
• Undergraduate degree or equivalent combination of training and experience required.

Inclusion Statement

Vanguard’s continued commitment 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.

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.