Client Service Team Lead
5 days ago
About the Role:
Vanguard is seeking a highly skilled Client Service Team Lead to join our Foundational Services team in Scottsdale, AZ. As a key member of our team, you will be responsible for coaching and mentoring a team of representatives taking inbound client calls with a focus on delivering exceptional client service.
Key Responsibilities:
- Hire, evaluate, and supervise a team of client service representatives, providing guidance and training as necessary to develop their skills.
- Set performance standards, review performance, and make informed compensation decisions in accordance with all applicable Human Resources policies and procedures.
- Provide guidance to team members on handling complex client issues, generating reports, and preparing presentations for management.
- Ensure team service levels are met, monitoring team communications with clients and providing immediate, specific, and actionable feedback.
- Coach team members on navigating client scenarios to strengthen client relationships and identify opportunities for growth.
- Develop and maintain proficient knowledge of Vanguard's funds, products, and services, as well as the overall Financial Services industry and related legal, tax, and regulatory issues.
- Collaborate with internal partners and teams to resolve client issues and improve service operations.
Requirements:
- Minimum of three years related work experience in the Financial Services industry.
- Supervisory experience preferred.
- Undergraduate degree or equivalent combination of training and experience required.
- FINRA Series 7, 63 or ability to acquire within department guidelines.
About Vanguard:
Vanguard is a global market leader in the investment management industry, committed to delivering exceptional investment results and client service. Our values-driven culture emphasizes the importance of doing the right thing for our clients, crew, and communities. We believe that a diverse and inclusive team is essential to achieving our core purpose: to take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.
Future of Work:
Vanguard has transitioned to a hybrid work model, combining the benefits of remote work with in-person interactions and collaboration. Our crew will work in a flexible environment, with some roles operating in a work-from-home model and others in a work-from-office model. We encourage our crew to make informed decisions about their work arrangements and to communicate openly with their managers and colleagues.
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