Client Service Associate

Vanguard Australia

To take a stand for all investors, treat them fairly, and give them the best chance for investment success.

Since our founding in 1975, helping investors achieve their goals has been our main reason for existence. At Vanguard, we’re built differently. Vanguard is investor-owned, meaning the fund shareholders own the funds, which in turn own Vanguard. When you’re surrounded by people who care about the same things, things tend to fall into place.

With no other parties to answer to and therefore no conflicting loyalties, we make every decision—including keeping investing costs as low as possible—with your needs in mind. Because of our unique structure, your goals align with our goals. Whether you’re investing for your first house, college for your kids, or a comfortable retirement, you can be confident we’re on your side. That’s the value of ownership!

Team and Opportunity     We are hiring for 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.

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 standardized 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.
• Recognizes 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.

What we are looking for

• Minimum of three years related work experience in the Financial Services within Superannuation or Fund Management industry. Experience in client services, preferably in contact centre environment preferred.
• 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.

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  Customer Advocacy and Feedback

  Advocate for customers by providing feedback to internal teams on how to better meet customer needs

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  Customer Query Handling

  Serve as the subject matter expert for the product/service, address customer questions and facilitate requests that need to be actioned by internal teams

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  Complaints Resolution

  Log, investigate, and resolve customer dissatisfaction or problems, to improve negative customer experiences

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  Resilience

  Bounces back from stressful experiences while being optimistic, emotionally aware, and adapts to change

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  Prioritization

  Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions

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  Service orientation

  Actively seeks and develops strategies to help key stakeholders