Client Case Representative, Associate

hackajob is collaborating with Vanguard to connect them with exceptional professionals for this role.

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.