Client Service Associate - Complex Cases

As a Contractor within the Complex Case Associate, you will support case handlers in providing excellent client service across our Source of Wealth and Bereavement processes and other functions within the business area.

• Deliver standardized communications across a variety of subjects including source of wealth and bereavement.
• Update client accounts and perform essential administrative tasks and data input to support case management.
• Resolve client inquiries within established service levels, ensuring all communications are accurate, clear and compliant with regulatory guidelines and standards.
• Escalate cases appropriately for further client communication or referral to internal teams.
• Contribute to special projects as assigned.
• Develop and maintain proficient knowledge of Vanguard funds, products, and services; understand the overall Financial Services industry and related legal, tax, and regulatory issues to guide clients.

The role emphasizes building strong client relationships by balancing excellent service with scalable solutions, acting as an intermediary between FNZ and Vanguard, and prioritizing client needs.

• Proven relevant work experience required; client services experience preferred.
• An undergraduate degree or equivalent training/experience is necessary.

Vanguard’s continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew, and communities is guided by one simple statement: “Do the right thing.” We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve.

We empower our crew to contribute their distinct strengths to achieving Vanguard’s core purpose through our values. When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose. Our core purpose:
To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

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.