Donor Services Specialist
Current(Contract work through Veritude)Fidelity Charitable is a 501(c)(3) public charity. We help donors maximize their generosity through our donor-advised fund, called the Giving Account. Established in 1991, we are the nation’s top grantmaker, distributing $5.2 billion to charities in 2018.The Giving Account streamlines the process of strategic giving for a broad range of donors, allowing them to contribute many types of assets and plan their giving more systematically. POSITION DESCRIPTION: The Donor Services Specialist is a member of the Client Services team and will represent our organization as a primary point of contact for customers with transactions and inquiries on their Fidelity Charitable Giving Accounts. As a member of FC’s Service Delivery team, the Donor Services Specialist will be part of a highly motivated, fast paced team and must be able to problem solve, manage priorities, and identify opportunities to improve the customer experience.PRIMARY RESPONSIBILITIES:Serve as primary contact for service-related activities for account holders, financial advisors affiliated with the account and/or account interested parties. The Donor Services Specialist will perform daily processing functions to support established workflows within Service Delivery; ensuring daily work meets accuracy standards and is completed in a timely manner. Use tools and conversational techniques to understand the scope of a customer's situation, capture relevant information and identify a solution - using sound business judgment to determine appropriate escalation needs. The Donor Services Specialist will also act as a subject matter expert by serving as the initial point of contact on designated subjects for client questions, internal meetings/projects, and procedure updates.Serve as back-up for other functional groups in Client Services, including Private Donor Group and Advisor Services.
