Answers client requests and completes transactions to resolve client needs. May handle escalated issues.

Vanguard Australia is seeking a 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. This is a fast-paced client centered role that requires previous

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 standardised 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.
• Recognises 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.

Qualifications:

• Minimum of 2+ years related work experience in the Finance Services within Superannuation or Fund Management Industry preferred.
• Experience in client services, preferably in a contact center environment required. Candidates Must have previous phone based experience.
• 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.

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.