<p>Receives and investigates complex client inquiries, and communicates solutions. Acts as subject matter expert, and manages multiple workflows. May handle escalated issues.</p> <p>This position will require working EST hours.</p> <p>Core Responsibilities</p> <ul> <li> <p>Handles and prioritizes complex assigned or escalated client requests. May follow up with internal partners or clients directly to resolve outstanding issues.</p> </li><li> <p>Follows standardized procedures to resolve client issues. Conducts research to fulfill complex client requests and transactions.</p> </li><li> <p>Identifies trends in complex issues and collaborates with internal partners to develop solutions. May provide training to less experienced crew.</p> </li><li> <p>Ensures client inquiries are resolved and communicated within defined service levels. Ensures all communications are within regulatory guidelines, and are accurate, clear, and concise.</p> </li><li> <p>Develops and maintains proficient knowledge of Vanguard funds, products, and services.</p> </li><li> <p>Understands the overall Financial Services industry and related legal, tax, and regulatory issues to guide clients.</p> </li><li> <p>Participates in special projects and performs other duties as assigned.</p> </li></ul> <p>Qualifications</p> <ul> <li> <p>Minimum of three years related work experience in the Financial Services industry. Experience in client services preferred.</p> </li><li> <p>Undergraduate degree or equivalent combination of training and experience required.</p> </li></ul> <p>Special Factors</p> <p>Sponsorship</p> <p>Vanguard is not offering visa sponsorship for this position.</p> <p>About Vanguard</p> <p>At Vanguard, we don't just have a mission-we're on a mission.</p> <p>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.</p> <p>How We Work</p> <p>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.</p>