Client Case Representative - Complaints Handler

Client Case Representative – Complaints Handler

Vanguard – Manchester, England, United Kingdom

We have an exciting opportunity for a Client case representative to join the team at Vanguard. Vanguard is committed to providing a diverse and inclusive workplace where all employees feel valued and respected.

About the Role

The Senior Associate Client Case Representative will handle and prioritise complex assigned or escalated client requests, ensuring that all inquiries are resolved within defined service levels.

Responsibilities

• Handles and prioritises complex assigned or escalated client requests. May follow up with internal partners or clients directly to resolve outstanding issues.
• Follows standardised procedures to resolve client issues. Conducts research to fulfil complex client requests and transactions.
• Identifies applicable internal partners to collaborate with to develop solutions to complex issues. Identifies trends and contributes to process improvement efforts.
• Ensures client inquiries are resolved and communicated within defined service levels. Ensures all communications are within regulatory guidelines, and are accurate, clear, and concise.
• 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.
• Participates in special projects and performs other duties as assigned.
• Performs quality audits of incoming requests, case completion, and work performed by internal partners. Identifies trends and root cause issues. May help identify process improvements to improve efficiency.
• Provides feedback and coordinate with operational areas and internal/external partners to improve processes, rectify issues and trends identified. Escalate outstanding issues through established processes.
• Develops proficient knowledge of internal departmental policies and industry regulations. Communicates regulatory and organisational compliance requirements regarding quality, volume and resolution of issues to internal/external partners.
• Develops and maintains effective working relationships with both internal and external clients and business partners. Anticipates client's needs and ensures client satisfaction.
• Assesses and documents all client issues and ensures resolution is performed in an accurate and timely manner. Coordinate with internal teams to ensure all documentation procedures and workflows are followed properly.

Qualifications

• Must have investment banking industry experience.
• Minimum of two years related work experience required. Experience in client services preferred.
• Undergraduate degree or equivalent combination of training and experience required.

Inclusion Statement

Vanguard's continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: “Do the right thing.”
We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard's core purpose through our values.

We are committed to creating an inclusive recruitment experience. If you require support or adjustments to the recruitment process, our Adjustment Concierge Service is here to help. Please feel free to contact us at to discuss how we can support you.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Finance

Industries

Investment Banking

Next Steps

If you are ready to make a meaningful difference at one of the UK's fastest-growing investment platforms while developing your own career potential – this is your moment!

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