Client Services Associate at Vanguard

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

04 Jun, 26

Salary

0.0

Posted On

06 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Services, Investment Information, Account Management, Issue Resolution, Complex Problem Solving, Research, Process Improvement, Consultative Approach, Product Positioning, Training Support, Financial Services Knowledge, Regulatory Compliance, Time Management, Relationship Building, Analytical Capabilities

Industry

Financial Services

Description

About Us 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. Our Team & Opportunity 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. 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. Vanguard, one of the world's largest investment management companies, serves individual investors, institutions, employer-sponsored retirement plans, and financial professionals. We have a diverse and talented crew with a culture that promotes teamwork, along with an unwavering focus on serving our clients' best interests. This website uses "cookies" to distinguish you from other users. A cookie is a small file of letters and numbers placed on your computer or device. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site and services. The cookies are stored locally on your computer or mobile device. To accept cookies you can continue browsing as normal. Or you can go to our Privacy Policy to read more information and learn how to change your preferences.

Responsibilities

The role serves as the initial point of contact for clients, responding to requests for investment, fund, and account information while resolving complex account issues and handling escalations. Responsibilities also include ensuring deliverables are completed to support daily objectives, following standardized procedures, and recommending process improvements.