Client Services Associate at Vanguard

Melbourne, Victoria, Australia

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Investment ManagementIndustries

Requirements

Minimum of 2+ years related work experience in 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

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

Skills

Key technologies and capabilities for this role

Customer ServiceAccount ManagementIssue ResolutionClient CommunicationProcess ImprovementInvestment InformationConsultative SellingDocumentation

Questions & Answers

Common questions about this position

What experience is required for the Client Services Associate role?

A minimum of 2+ years related work experience in the Finance Services within Superannuation or Fund Management Industry is required, along with experience in client services preferably in a contact center environment and previous phone-based experience.

What key skills are needed for this position?

Candidates need a demonstrated client first mentality, strong analytical capabilities, research and time management skills, and proficiency in client service.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What makes a strong candidate for the Client Services Associate position?

Strong candidates will have 2+ years in finance services like superannuation or fund management, phone-based client services experience in a contact center, a client-first mentality, and strong analytical, research, and time management skills.

Vanguard

Client-owned investment management firm offering low-cost funds

About Vanguard

Vanguard provides financial services with a focus on investment management. The company offers a variety of products, including mutual funds, exchange-traded funds (ETFs), individual retirement accounts (IRAs), and 401k rollovers, aimed at individual investors, financial advisors, and institutions. Vanguard's unique ownership structure means it is owned by its funds, which are in turn owned by the clients, allowing it to prioritize the needs of its investors over external shareholders. This model enables Vanguard to offer low-cost investment options, as it primarily earns revenue through management fees that are generally lower than industry standards. Additionally, Vanguard provides personalized investment advisory services, charging fees based on the assets managed. The company's goal is to help clients grow their wealth and achieve their financial objectives through effective investment strategies, while maintaining a competitive performance track record.

Kline Township, PennsylvaniaHeadquarters

1975Year Founded

SECONDARYCompany Stage

Fintech, Financial ServicesIndustries

10,001+Employees

Benefits

Best-in-class medical, dental & vision coverage

Onsite health clinic & fitness center

Health Smart Rewards program

Vanguard Retirement Savings Plan

Education Benefits

PTO

Family Planning Benefist

Parental leave

Personal development opportunities

Volunteer Time Off

Risks

Competition from AI-driven platforms like Writer challenges Vanguard's traditional advisory services.

Vanguard's stake in Steelcase exposes it to the volatile furniture market.

New active bond ETFs may struggle in a low-yield environment with increasing competition.

Differentiation

Vanguard is client-owned, aligning its interests with investors, unlike traditional firms.

The firm offers low-cost investment products, making it attractive to cost-conscious investors.

Vanguard's ownership structure allows it to focus on long-term investor value.

Upsides

Vanguard's new active bond ETFs offer diversified, low-cost fixed income options.

The acquisition of Steelcase shares diversifies Vanguard's portfolio into the furniture industry.

Launching the International Dividend Growth Fund appeals to investors seeking sustainable dividend growth.

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