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Vanguard · 9 hours ago

Participant Services Team Leader

Malvern, PA

Full-time

Hybrid

Mid Level

3+ years exp

Vanguard is a leading financial services company dedicated to the long-term financial wellbeing of its clients. They are seeking a Participant Services Team Leader to supervise and develop a team that interacts with retirement plan participants, helping them achieve investment success through various communication channels.

FinanceFinancial Services

No H1B

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

Qualification

Financial Services experienceFINRA Series 6 & 63Client services experienceSupervisory experienceContact center leadershipUndergraduate degreeCoaching skillsCommunication skills