Overview
Vanguard Australia is seeking a Client Services Associate to join our Personal Investor business to answer client requests and manage interactions to resolve client needs. This role delivers a high quality of service to existing and new Vanguard Personal Investor clients and to service our Vanguard Super members. This is a fast-paced client-centred role.
Core Responsibilities
- Serve as the initial point of contact for clients. Respond to requests for investment, fund, and account information. Resolve complex account issues and handle escalated issues from the team and via third-party providers
- Ensure the completion of deliverables for assigned tasks to support the team's daily objectives and oversight activities
- Follow standardized procedures to meet client needs. May conduct research for complex requests
- Document client and team feedback in support of service improvement efforts within the business
- Recognize opportunities and recommend process improvements to gain efficiencies and ensure quality
- Use a consultative approach to position products and services to clients
- Provide support and guidance to other members of the Personal Experience team to achieve highest levels of performance. Assist with training and cross-training and provide coverage as required
- Develop and maintain proficient knowledge of Vanguard funds, products, and services. Understand the overall Financial Services industry and related legal, tax, and regulatory issues to guide clients
- Perform day-to-day oversight of third-party providers
- Participate in special projects and perform other duties as assigned
Qualifications
- Minimum of 2+ years related work experience in the Finance Services within Superannuation or Fund Management Industry
- Experience in client services, preferably in a contact center environment; 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 quick-paced, ambiguous environment working with multiple business partners and diverse responsibilities
- This job may require a regulatory license such as RG1
- Undergraduate degree or equivalent combination of training and experience
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Finance
Industries
- Financial Services and Investment Management
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📌 Client Services Associate
🏢 Vanguard Australia
📍 Melbourne