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.

Are you energized by complex problem‑solving and motivated to see issues through to resolution? If you thrive managing details, prioritizing competing demands, and partnering across teams to deliver the right outcome, this role is for you.

As a Client Case Representative, you’ll own the end‑to‑end resolution of complex client cases, acting as a single point of accountability from investigation through resolution. You’ll research issues, coordinate with internal partners, and deliver clear, accurate, and compliant written communications that explain what occurred and how the issue was resolved—helping uphold Vanguard’s commitment to doing what’s right for clients.

This role also offers meaningful internal mobility. Client Case Representatives commonly progress into more advanced complaint management, administrative, and quality management roles as they deepen their expertise and demonstrate strong case ownership, judgment, and communication skills.

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 candidates to hold active FINRA Series 7 and Series 63 licenses.
• Strong client relationship management and stakeholder partnership skills, including the ability to build trust, navigate sensitive situations, and drive coordinated outcomes across teams.
• Demonstrated resourcefulness in ambiguous situations, with the ability to research complex issues, synthesize information across systems, and identify appropriate paths to resolution.
• Proven ability to manage time and prioritize multiple cases simultaneously, maintaining end‑to‑end ownership and accountability with minimal oversight.
• Strong written communication skills, including the ability to clearly explain complex situations and resolutions in a client‑focused, accurate, and compliant manner.

Preferred Qualifications

• Prior experience in case management with responsibility for owning complex issues from intake through written resolution.

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.