Team Lead, High Net Worth Client Representatives

Core Responsibilities

• Hires, evaluates, and supervises crew.
• Provides guidance and training as needed to develop crew.
• Sets performance standards, reviews performance, and makes compensation decisions in accordance with all applicable Human Resources policies and procedures.
• Guides crew on handling more complex issues.
• Generates reports and may prepare and deliver presentations to management.
• Serves as the 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 navigating client scenarios to strengthen client relationships and identify outside, includable assets.
• Collaborates 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.

• Minimum of three years related work experience in the Financial Services industry.
• Two years experience in client services preferred.
• Supervisory experience preferred.
• Undergraduate degree or equivalent combination of training and experience required.
• Regulatory license and/or registration (e.g., FINRA, state, SFC) required; determined by Compliance based on role‑specific duties.

• Sponsorship:
  Vanguard is not offering visa sponsorship for this position.