Identifies complaints, investigates and responds to client requests by email and written response. Completes transactions to resolve client needs. May escalate issues.

Responsibilities:

• Researches and resolves complex client issues. Responds to client requests and complaints by phone, email, or written response. Investigates fund and account discrepancies, and resolves general account issues. Follows up with internal partners or clients directly to resolve outstanding issues.
• Follows established regulatory guidelines to identify and handle complaints. Logs complaints into database and continuously monitors progress toward fulfillment. Uses discretion to prioritize complaints.
• Identifies and collaborates with various partners, including peers, business partners, and external vendors, to develop solutions to complex issues.
• Ensures client inquiries are resolved and communicated within defined service levels. Ensures all communications are within regulatory guidelines, and are accurate, clear, and concise.
• Documents client feedback and identifies trends to contribute to process improvement efforts. May present findings to management.
• 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 two years related work experience required. Experience in client services preferred.
• Undergraduate degree or equivalent combination of training and experience required.
• This job requires a regulatory license and/or registration (e.g. FINRA, state, SFC). These will be determined by Compliance based on role-specific duties.

Special Factors

Sponsorship
Vanguard is offering visa sponsorship for this position.

About Vanguard

At Vanguard, we don't just have a mission-we'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.