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At Vanguard, we don't just have a mission—we're on a mission. 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. 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.
Responsibilities
Serve as the initial point of contact for Personal Investor clients through chat, secure message center, and non‑secure message channels.
Respond to requests for investment, fund, and account information and resolve complex account issues.
Follow standardized procedures to meet client needs while exercising sound judgment for more complex requests.
Conduct research as needed to support accurate and timely resolution.
Use a consultative approach to appropriately position Vanguard products and services based on client needs, goals, and circumstances.
Develop and maintain proficient knowledge of Vanguard funds, products, and services.
Build understanding of the broader financial services industry, including relevant legal, tax, and regulatory considerations, to effectively guide clients.
Document client interactions, trends, and team feedback to support service improvement efforts and operational enhancements within the business.
Operate effectively in a fast‑paced, high‑volume environment, including managing chat concurrency and adapting to frequent changes driven by new pilots, tools, and client experience enhancements.
Participate in special projects and perform other duties as assigned.
Requirements
Minimum of two years of related work experience required.
Undergraduate degree or equivalent combination of training and experience required.
Required active regulatory licenses: SIE, Series 7, and Series 63 prior to start
Nice-to-haves
Prior client‑facing experience in financial services, investments, or retirement‑related support.
Experience supporting clients through chat, written, or digital service channels in a regulated environment.
Familiarity with email correspondence systems, live chat platforms, and/or secure messaging tools
Ability to effectively multitask and manage multiple client interactions simultaneously in a high‑volume setting.
