Senior Advisor Services Associate

About Vanguard

Vanguard Australia has been helping investors achieve their long-term financial goals for over 20 years. Serving institutional and individual clients, and financial advisers, we offer investment solutions that are low-cost, diversified, and robust through time.

With more than AUD $17 trillion in assets under management Vanguard is one of the world’s largest global investment management companies. In Australia we partner with institutional clients, financial advisers, and individual investors to offer low-cost investment solutions. Our comprehensive range of managed funds, exchange traded funds (ETFs) and tailored investment solutions are built to support long-term investment success for our clients.

Team and Opportunity    

We are hiring for a Senior Adviser Services Associate within our well-established Personal Investor platform business (IDPS and Master Trusts). This role is central to delivering a high standard of service to our external Financial Advisers, their clients, and our internal Financial Adviser Services (FAS) crew.

As part of the Adviser Services & Client Relationships team, you’ll be responsible for managing adviser and client interactions, resolving complex queries, and ensuring a seamless experience across all touchpoints. You’ll play a key role in supporting both new and existing Vanguard Personal Investor clients and advisers, contributing directly to our reputation for service excellence.

If you're interested in exploring a career within our high-performing Adviser Services function, with plenty of room for career development and growth, then this could be the opportunity for you.

 

Core Responsibilities

• Serve as the initial point of contact for advisers and 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.
• Deliver exceptional service with a focus on first-contact resolution across inbound calls, Secure Message, and email.
• Build strong relationships with advisers, their support staff, and investors through proactive and professional communication.
• Ensure timely completion of assigned tasks to support daily team objectives and oversight activities.
• Follows standardized procedures to meet client needs. May conduct research for complex requests.
• Capture client and team feedback to support continuous service improvement.
• Identify and recommend process enhancements to improve efficiency and quality.
• Provides support and guidance to other members of the Client Services 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.
• Participates in special projects and performs other duties as assigned.

What we are looking for

• Minimum of three years related work experience in the Financial Services within Superannuation, Investments or Fund Management industry.
• Experience in Adviser services, preferably in contact centre environment or client-facing environment
• Experience with Adviser platforms/wraps is highly regarded.
• Excellent communication and active listening skills, ensuring a seamless and professional exchange with customers 
• Strong analytical capabilities, research, and time management skills. Proficiency in client services and procedures preferred.
• Understanding of advice industry regulations, products, and strategies is advantageous.
• Demonstrated ability to function in a fast paced, ambiguous environment working with multiple business partners and diverse responsibilities.
• RG146 Qualifications
• 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.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard’s core purpose.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

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.