Client Case Representative, Associate

Job Title

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 missionwe'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.