Client Service Associate

1 week ago

Melbourne, Victoria, Australia Vanguard Australia Full time
This is a Client Service Associate role with Vanguard Australia based in Melbourne, VIC, AU
== Vanguard Australia ==

Role Seniority - junior

More about the Client Service Associate role at Vanguard Australia

Vanguard Australia is seeking a Client Services Associates to join our well-established Personal Investor business to answer client requests and manage interactions to resolve client needs. This role is responsible for delivering a high quality of service to existing and new Vanguard Personal Investor clients and also to service our Vanguard Super members. This is a fast-paced client centered role that requires previous

Core Responsibilities

  • Serve as the initial point of contact for clients. Responds to requests for investment, fund, and account information. Resolves complex account issues and handles escalated issues from the team and via third-party providers.

  • Ensures the completion of deliverables for assigned tasks as needed to support the team's daily objectives and oversight activities.

  • Follows standardized procedures to meet client needs. May conduct research for complex requests.

  • Documents client and team feedback in support of service improvement efforts within the business.

  • Recognizes opportunities and recommends process improvements to gain efficiencies and ensure quality.

  • Uses a consultative approach to position products and services to clients.

  • Provides support and guidance to other members of the Personal Experience team to achieve highest levels of performance. Assists with training and is cross-trained and able to provide coverage as required.

  • Develops and maintains proficient knowledge of Vanguard funds, products, and services. Understands the overall Financial Services industry and related legal, tax, and regulatory issues to guide clients.

  • Performs day-to-day oversight of third-party providers.

  • Participates in special projects and performs other duties as assigned.

Qualifications:

  • Minimum of 2+ years related work experience I the Finance Services within Superannuation or Fund Management Industry.

  • Experience in client services, preferably in a contact center environment required. Candidates Must have previous phone based experience.

  • Demonstrated client first mentality, ensuring outcomes are met to deliver top tier service to all clients.

  • Strong analytical capabilities, research and time management skills. Proficiency in client services and procedures preferred.

  • Ability to develop and maintain relationships with external providers and internal partners.

  • Demonstrated ability to function in a fast paced, ambiguous environment working with multiple business partners and diverse responsibilities.

  • This job may require a regulatory license such as RG146

  • Undergraduate degree or equivalent combination of training and experience required.

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.

Before we jump into the responsibilities of the role. No matter what you come in knowing, you'll be learning new things all the time and the Vanguard Australia team will be there to support your growth.

Please consider applying even if you don't meet 100% of what's outlined

Key Responsibilities
  • Serving as the initial point of contact for clients
  • Ensuring task completion
  • Documenting feedback
Key Strengths
  • Client services experience
  • Analytical skills
  • Relationship management
  • Knowledge of financial services
  • Regulatory knowledge
  • Training and mentoring
Why Vanguard Australia is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that's right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Vanguard Australia not with Hatch.

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