Participant Services Team Leader

Vanguard•Malvern, PA

8d•Hybrid

About The Position

This is a great opportunity for a crew member that has a passion to help others learn about the Financial Services industry, build their Vanguard career, and develop highly engaged crew. It's also a chance to help develop the frontline business and gain valuable experience working in tandem with Vanguard Workplace Solutions business partners to help drive Vanguards business goats. This Team Leader role is also an opportunity to work with a fantastic group of people that are focused on building acumen and driving positive outcomes for retirement plan participants. Our team interacts with participants daily through phone, web, and e-mail channels, to help them achieve investment success.

Requirements

Minimum of three years related work experience in the Financial Services industry.
Undergraduate degree or equivalent combination of training and experienc4e required.
FINRA Series 6 & 63 licensed required.

Nice To Haves

Two years' experience in client services preferred.
Supervisory experience preferred.
Contact center leadership, with experience in institutional investing, or recordkeeping, preferred.

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.
Ensures team service levels are met.
Monitors team's communications with participants and provides immediate, specific, and actionable feedback.
Coaches crew on navigation of participant 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.
Participates in special projects and performs other duties as assigned.