Client Case Representative, Senior Associate

As a Senior Client Services Associate, you will play a key role in delivering Vanguard’s best‑in‑market service to our most valuable and complex clients. Drawing on your strong pension and investment knowledge, you’ll guide clients through a range of interactions, build trusted relationships, and help shape the future of our service model. You’ll thrive in a dynamic environment, serving clients across multiple channels — phone, secure message, and planned meetings — while contributing to continuous improvements in how we engage and support high‑value investors.

As a Senior Client Services Associate, you will play a key role in delivering Vanguard’s best‑in‑market service to our most valuable and complex clients. Drawing on your strong pension and investment knowledge, you’ll guide clients through a range of interactions, build trusted relationships, and help shape the future of our service model.

You’ll thrive in a dynamic environment, serving clients across multiple channels — phone, secure message, and planned meetings — while contributing to continuous improvements in how we engage and support high‑value investors.

What You’ll Do

Client Experience & Service Delivery

• Provide exceptional service to high‑value and high‑complexity clients, ensuring every interaction builds trust and confidence.
• Respond to inbound calls and secure messages from HNW clients with timely, clear, and comprehensive guidance.
• Take end‑to‑end ownership of onboarding new affluent clients, including proactive outreach, expectation setting, and ensuring a seamless start to their Vanguard journey.

Specialist Support & Problem Solving

• Support high‑risk transfers into Vanguard by coordinating with internal and external partners to ensure smooth execution and outstanding client communication.
• Lead and deliver Managed Services booked meetings (Managed ISA & Pension), helping clients achieve strong financial outcomes.
• Act as an escalation point for Managed Services queries and provide training to the wider Client Services team.

Insight & Continuous Improvement

• Use client data and insights to help shape and evolve our service model where improvements are within our control.
• Demonstrate a keen interest in investment markets and share expertise by leading huddles, training sessions, and knowledge‑building activities.
• Collaborate closely with a small, high‑performing team that puts the client first in everything we do.

Knowledge & Professional Standards

• Maintain deep expertise in Vanguard’s funds, products, and services.
• Understand the broader financial services landscape — including legal, tax, and regulatory considerations — to support clients effectively.
• Uphold high standards of professionalism, judgement, and client‑focused decision‑making.

What We’re Looking For

Essential Experience & Qualifications

• Proven experience in Investments, Wealth Management, Private Banking, or a related field with strong exposure to pensions and investments.
• A relevant Level 4 qualification, such as:
  • Diploma in Regulated Financial Planning
  • Investment Advice Diploma
  • IMC Level 1 & 2
  • Level 4 Certificate in Investment Management
• Exceptional client service skills and the ability to engage confidently with HNW clients and senior stakeholders.
• Undergraduate degree or equivalent combination of training and experience.

Why Join Us?

You’ll be part of a collaborative and highly skilled team that puts clients at the heart of everything we do. You’ll have the opportunity to broaden your investment expertise, play a key role in shaping service delivery, and build experience that sets you up for long‑term career growth at Vanguard.

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.