Client Case Representative

A Client Case Representative at Vanguard is responsible for receiving and investigating client inquiries, ensuring clear and timely communication of solutions. The role involves leading multiple workflows efficiently while identifying and implementing process improvement initiatives to enhance service delivery. In cases where issues are raised, the representative handles them with professionalism and care, maintaining Vanguard’s high standards for client support.

Responsibilities

• Handle and prioritize complex assigned or escalated client requests, and follow up with internal partners or clients directly to resolve outstanding issues.

• Follow standardized procedures to resolve client issues, and conduct research to fulfill complex client requests and transactions.

• Identify applicable internal partners to collaborate with in developing solutions to complex issues, and recognize trends to contribute to process improvement efforts.

• Ensure client inquiries are resolved and communicated within defined service levels, and confirm all communications meet regulatory guidelines and are accurate, clear, and concise.

• Develop and maintain proficient knowledge of Vanguard funds, products, and services, and understand the broader Financial Services industry along with related legal, tax, and regulatory issues to guide clients.

• Participate in special projects and perform 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 is a hybrid role based in our Scottsdale, AZ office and requires candidates to be in-office 3 days/week.

Special Factors

Sponsorship

Vanguard is not 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.