Team Lead, Client Engagement (Personal Investors)

About This Position

Client Engagement Team Leads work with and support the leadership team to lead a group of Financial Consultants who interact with T. Rowe Price’s Personal Investors participants. They are responsible for supporting a team of associates which consists of monitoring interactions, developing communication skills, and mentoring performance and key business goals. They will mentor and deliver client satisfaction that leads to client retention to the firm. They will be encouraged to be subject matter experts and provide mentoring and training when appropriate.

Role Summary

Provides advanced operational support for a wide variety of complex or untested business requests. Provides daily coaching, development, and support to team members to achieve results in key metrics that meet or exceed expectations. This will include the expanded responsibility of providing leadership/coaching to a team of 10-12 producers. They will also utilize leading and lagging indicators to improve associate performance and execute on key business objectives. Works with management to establish and monitor operating procedures and work processes. Will be responsible for training staff, providing work guidance, and checking for quality and accuracy.

Responsibilities

• Implements changes to daily practice, process, and activities to increase efficiency, client retention, and client satisfaction.
• Serves as main point of contact for critical service issues or roadblocks, moves issues through to resolution.
• Leads support activities, compliance, and assists with leading associate performance to successfully achieve department objectives including presenting clear performance expectations, providing appropriate support, utilizing data/metrics to identify trends and mentor opportunities.
• Tracks and reports on key performance indicators and results for team and business unit.
• Coaches and guides assigned staff on improving the execution of key goals and longer-term objectives.
• Supports associates in responding to client inquiries and requests.
• Takes the lead on sophisticated and escalated requests while moving quickly to resolve.
• Ensures timely resolution of outstanding requests and follow up.

Qualifications

Required:

• Bachelor's degree or the equivalent combination of education and relevant experience
• 2+ years of total relevant work experience
• FINRA Series 7 (Candidate will need to have the Series 7 to apply) 
• FINRA Series 66 required (If not already licensed with the Series 66, must be obtained within 6 months of hire) 
• CRPC (If not already held, must be obtained within 180 days of hire)

Preferred:

• Bachelor's degree strongly preferred
• 5+ years relevant financial services experience or working with retirement plans

FINRA Requirements

FINRA licenses are required and will be supported for this role.

Work Flexibility

This role is eligible for hybrid work, with up to two days per week from home.