Client Case Representative, Associate

Supports the resolution of client inquiries through backend processing, case management, and cross-functional collaboration. Executes workflows, investigates issues, and completes transactions to ensure timely, accurate outcomes. Drives results by taking ownership of assigned work, maintaining a strong client-first mindset from an operational perspective, and balancing the needs of multiple stakeholders in a fast-paced, regulated environment.

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 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.