Responsibilities:
- Process and resolve client-related requests through backend systems and workflow tools (e.g., BPM, CRaVE)
- Investigate issues, perform research, and complete transactions with a high degree of accuracy
- Manage and prioritize a high volume of cases, ensuring work is completed within defined service levels
- Partner with internal teams to resolve issues and ensure smooth end-to-end processing
- Escalate complex or high-risk items appropriately while maintaining ownership of outcomes
- Maintain accurate documentation and updates within internal systems
- Balance multiple workflows and competing priorities in a fast-paced environment
- Take initiative to identify and resolve issues, driving timely results
- Maintain a strong client focus by ensuring quality, accuracy, and efficiency in all work performed
- Identify opportunities to improve processes and reduce operational friction
- Build foundational knowledge of financial products, services, and internal systems
Qualifications:- Minimum of 1 year of related experience (client service or financial services preferred)
- Bachelor's degree or equivalent combination of education and experience
- Strong problem-solving, organizational, and communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Demonstrated ability to collaborate and balance stakeholder needs
- Proven initiative, accountability, and results-driven mindset
- Experience with workflow or case management systems preferred (e.g., BPM, CRaVE)
- Basic knowledge of financial services or willingness to learn
Special FactorsSponsorshipVanguard is not offering visa sponsorship for this position.
About VanguardAt 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 WorkVanguard 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.
