Client Representatives Team Leader

Job Title

Responsibilities :

Hires, evaluates, and supervises crew. Provides guidance and training as necessary to develop crew. Sets performance standards, reviews performance, and makes informed compensation decisions in accordance with all applicable Human Resources policies and procedures.

Provides guidance to crew on handling more complex issues. Generates reports and may prepare and deliver presentations to management. May serve as the initial point of contact for clients or may handle escalated issues via third-party providers.

Ensures team service levels are met. Monitors team's communications with clients and provides immediate, specific, and actionable feedback.

Coaches crew on navigation of client scenarios to strengthen client relationships and identify outside, includable assets. May collaborate with other internal partners and teams in support of the client relationship to resolve issues.

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. Analyzes department and industry changes and their impact on client service operations.

May include day-to-day oversight of third-party providers.

Participates in special projects and performs other duties as assigned.

Qualifications :

Leader will be key in driving client experiences and showing clear ownership

2 years experience in client services

This job requires a regulatory license and / or registration (e.g. FINRA 7 & 63, state, SFC).

Preferences :

Supervisory experience

Undergraduate degree or equivalent combination of training and experience required.

Special Factors : Licensing

If you are offered and accept this position, and you do not have the necessary FINRA licenses for the role, then you must obtain the required licenses within the specified period of time. Additionally, if you are not currently registered with FINRA in any capacity, prior to moving into this licensed role, you will be asked to provide authorization for Vanguard to conduct a full background check, including criminal, employment / education history, credit, and public records search in accordance with FINRA regulations.

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard :

At Vanguard, we don't just have a missionwe'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.