Job Description
Tax Resolution Services is the client‑facing function within the Tax and Cost Basis organization. This role supports all client segments with complex and elevated issues, playing a critical piece to analyzing and resolving complex tax and cost basis issues, while clearly communicating those concepts to clients and crew. The role drives corrective actions and ensures optimal resolution through completion.
Responsibilities:
Owns and manages a broad range of complex cost basis resolution cases, utilizing strong client relationship skills in both verbal and written communication with internal crew and external clients.
Applies sound judgment and decision‑making to identify, research, and resolve sensitive client issues, initiating service recovery and escalating as needed to ensure resolution in accordance with regulatory and compliance standards.
Effectively manages client relationships throughout the resolution lifecycle, clearly explaining complex topics based on audience needs and maintaining strong CRM practices.
Proactively identifies trends, workflow gaps, and system issues; participates in analysis and resolution efforts while navigating ambiguity and driving solutions forward.
Sets appropriate expectations with internal and external clients, determines effective follow‑up strategies, and documents voice‑of‑the‑client feedback for trend reporting.
Actively participates in a lean management culture, including daily huddles, problem‑solving sessions, meetings, and training to enhance the client and crew experience.
Participates in special projects and other duties as assigned.
Qualifications:
Undergraduate degree or equivalent tax and cost basis experience preferred.
Minimum three years of general experience, with at least one year of brokerage or problem resolution experience preferred.
Series 7 and Series 63 licenses are required.
Strong service recovery, analytical, organizational, and prioritization skills.
Self‑starter able to work independently and develop solutions in situations with limited precedent.
Exceptional client relationship management, interpersonal, and communication skills, with the ability to explain complex concepts to diverse audiences.
Special Factors
Sponsorship
Vanguard is not offering visa sponsorship for this position.About Vanguard
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.