Client Service Team Lead

5 days ago


Scottsdale, Arizona, United States Vanguard Group Full time

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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