Client Case Representative, Senior Associate

Receives and investigates client inquiries, and communicates solutions. Manages multiple workflows, and implements process improvement initiatives. May handle escalated issues.

At Vanguard, we’re focused on doing what’s right for our clients—and Client Case Representatives play a key role in making that happen. In this role, you’ll take ownership of complex client cases, working through research, coordination, and problem‑solving to deliver clear, accurate, and compliant resolutions. You’ll partner across teams, manage multiple priorities, and ensure each client understands what happened and how their issue was resolved.

This opportunity is ideal for someone who enjoys tackling complex problems, working independently, and seeing issues through to completion. Successful Client Case Representatives bring strong judgment, attention to detail, and a commitment to quality service, while also contributing insights that help improve processes and the overall client experience.

Core Responsibilities

1. Handles and prioritizes complex assigned or escalated client requests. May follow up with internal partners or clients directly to resolve outstanding issues.

2. Follows standardized procedures to resolve client issues. Conducts research to fulfill complex client requests and transactions.

3. Identifies applicable internal partners to collaborate with to develop solutions to complex issues. Identifies trends and contributes to process improvement efforts.

4. Ensures client inquiries are resolved and communicated within defined service levels. Ensures all communications are within regulatory guidelines, and are accurate, clear, and concise.

5. 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.

6. Participates in special projects and performs 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 job requires crew to successfully obtain the FINRA Securities Industry Essentials, Series 6 and Series 63 licenses.

• Strong problem resolution skills with the ability to identify root causes and drive effective solutions.

• Demonstrated conceptual thinking skills to synthesize information and address complex issues.

• Proven ability to manage time effectively and prioritize multiple requests in a fast-paced environment.

Preferred qualifications

• Prior 401k plan experience
• Proficiency in Spanish is preferred but not required.

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.