Client Case Representative - Complaints Handler
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Direct Recruiter – RWO Global Sourcing (EMEA)
About the Company
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.
* Provide 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 clients satisfaction.
* Assess and document all client issues and ensure resolution is performed in an accurate and timely manner. Coordinate with internal teams to ensure all documentation procedures and workflows are followed properly.
* Participates in special projects and performs other duties as assigned.
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.
We are committed to creating an inclusive recruitment experience. If you have a disability or long-term health condition and require adjustments to the recruitment process, our Adjustment Concierge Service is here to support you. Please reach out to us at adjustments@robertwalters.com to discuss further.
This position is being recruited on behalf of our client through our Outsourcing service line. Resource Solutions Limited, trading as Robert Walters, acts as an employment business and agency, partnering with top organizations to help them find the best talent. We welcome applications from all candidates and are committed to providing equal opportunities.
Note: This description reflects the information as provided and is intended for refinement. It does not imply current availability of the position beyond what is stated.
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