Client Representatives Team Leader at Vanguard

Charlotte, North Carolina, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial ServicesIndustries

Requirements

2 years experience in client services
Undergraduate degree or equivalent combination of training and experience
Regulatory license and/or registration (e.g., FINRA 7 & 63, state, SFC); must obtain required licenses within specified period if not already held
Authorization for full background check (criminal, employment/education history, credit, public records) if not currently registered with FINRA

Responsibilities

Hires, evaluates, and supervises crew
Provides guidance and training to develop crew
Sets performance standards, reviews performance, and makes informed compensation decisions in accordance with HR policies and procedures
Provides guidance to crew on handling more complex issues
Generates reports and may prepare and deliver presentations to management
Serves as initial point of contact for clients or handles 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
Collaborates with internal partners and teams to resolve client issues
Develops and maintains proficient knowledge of Vanguard funds, products, and services
Understands the 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
Provides day-to-day oversight of third-party providers
Participates in special projects and performs other duties as assigned

Skills

Client Services

Team Leadership

Supervisory Experience

FINRA Series 7

FINRA Series 63

Performance Management

Client Relationship Management

Regulatory Compliance

Financial Products

Training and Coaching

Vanguard

Client-owned investment management firm offering low-cost funds

About Vanguard

Vanguard provides financial services with a focus on investment management. The company offers a variety of products, including mutual funds, exchange-traded funds (ETFs), individual retirement accounts (IRAs), and 401k rollovers, aimed at individual investors, financial advisors, and institutions. Vanguard's unique ownership structure means it is owned by its funds, which are in turn owned by the clients, allowing it to prioritize the needs of its investors over external shareholders. This model enables Vanguard to offer low-cost investment options, as it primarily earns revenue through management fees that are generally lower than industry standards. Additionally, Vanguard provides personalized investment advisory services, charging fees based on the assets managed. The company's goal is to help clients grow their wealth and achieve their financial objectives through effective investment strategies, while maintaining a competitive performance track record.

Kline Township, PennsylvaniaHeadquarters

1975Year Founded

SECONDARYCompany Stage

Fintech, Financial ServicesIndustries

10,001+Employees

Benefits

Best-in-class medical, dental & vision coverage

Onsite health clinic & fitness center

Health Smart Rewards program

Vanguard Retirement Savings Plan

Education Benefits

PTO

Family Planning Benefist

Parental leave

Personal development opportunities

Volunteer Time Off

Risks

Competition from AI-driven platforms like Writer challenges Vanguard's traditional advisory services.

Vanguard's stake in Steelcase exposes it to the volatile furniture market.

New active bond ETFs may struggle in a low-yield environment with increasing competition.

Differentiation

Vanguard is client-owned, aligning its interests with investors, unlike traditional firms.

The firm offers low-cost investment products, making it attractive to cost-conscious investors.

Vanguard's ownership structure allows it to focus on long-term investor value.

Upsides

Vanguard's new active bond ETFs offer diversified, low-cost fixed income options.

The acquisition of Steelcase shares diversifies Vanguard's portfolio into the furniture industry.

Launching the International Dividend Growth Fund appeals to investors seeking sustainable dividend growth.

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