Vanguard
Client Service Associate - Complex Cases (12-month contract)
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At Vanguard, we believe the best way to achieve long-term success as a business is to focus on the long-term success of our investors.
About the Role
As a Contractor within the Complex Case Associate, you will support case handlers in providing excellent client service across our Source of Wealth and Bereavement processes and other functions within the business area.
Role Responsibilities:
- Deliver standardized communications across a variety of subjects including source of wealth and bereavement.
- Updating client accounts and performing essential administrative tasks and data input to support case management.
- Resolve client inquiries within established service levels, ensuring all communications are accurate, clear and compliant with regulatory guideline standards.
- Escalating cases appropriately for further client communication or referral to internal teams.
- Contribute to special projects as assigned.
- 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.
Client Focus and Impact:
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The role emphasizes building strong client relationships by balancing excellent service with scalable solutions, acting as an intermediary between FNZ and Vanguard, and prioritizing client needs.
Qualifications Required:
- Proven relevant work experience required; client services experience preferred.
- An undergraduate degree or equivalent training/experience is necessary.
About Us
We are Vanguard. Together, we’re changing the way the world invests. For us, investing doesn’t just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose – and that’s how we’ve become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.
We want to make success accessible to everyone. This is our opportunity. Let’s make it count.
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.”
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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.
*Please note that this contract position is being managed by our outsourcing partner, Robert Walters Outsourcing. Applications and candidate engagement will be handled through Robert Walters Outsourcing on our behalf.
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.
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