Senior Specialist, Donor Service, DAFGiving

Your Opportunity

DAFgiving360™ is an independent 501(c)(3) nonprofit dedicated to increasing charitable giving in the United States. Since 1999, donors have recommended over $55 billion in grants to more than 300,000 charities. Through donor-advised funds and philanthropic tools, we help individuals and families integrate charitable planning into their financial lives and make a meaningful difference.

DAFgiving360 has entered into a services agreement with Charles Schwab & Co., Inc. for administrative and other services, including human resources. This position will be an employee of Charles Schwab & Co., Inc. and will be subject to its policies and procedures but will report to and be accountable to DAFgiving360 for day-to-day activities.

Our opportunity:

The Donor Services Team is responsible for providing world class and ongoing donor advised fund account service and support to DAFgiving360 donors and their advisors via our 800-phone line and email channels. The team also partners with several DAFgiving360 and Charles Schwab business partners to ensure questions from our clients and prospective clients about donor advised funds, and the services we offer, are answered accurately and efficiently.  This position will report to the Sr. Team Manager of Donor Services and will have extensive exposure to skip level leadership.

What you’ll do

• Provide top quality customer service through immediate, thoughtful, and thorough responses to client inquires via our 800-phone line and email channels
• Deepen relationships by providing resourceful, effective problem analysis and resolution for our clients and advisors
• Practice active listening, open ended dialogue, and rapport building to gain a thorough understanding of our clients’ needs to enhance their charitable giving
• Provide accurate, valid, and complete information by using the appropriate online and in-house resources
• Help clients and advisors navigate our online charitable center
• Support the Grants team with donor inquiries regarding status updates, and attaining inbound information required for follow-up on due diligence grants
• Proactively educating clients, advisors and internal partners on our products and services
• Collaborate with other Schwab Charitable departments and key business partners to provide efficient and effective service for advisors and donors
• Excellent de-escalation skills and can assist teammates in escalated situations
• Suitable to be the first point of contact for new hires during the onboarding process and mentorship as well as overall team support

What you have

• BA/BS degree or equivalent experience highly preferred
• Minimum of 2 years of employment experience (background in the non-profit sector or Schwab Charitable highly desired)
• Proven de-escalation skills and experience assisting teammates in escalated situations
• Hands-on experience being first point of contact for new hires during the onboarding process, mentorship and/or overall team support 
• Demonstrated passion for service and philanthropy
• High level of ownership, emotional intelligence, and critical thinking that enable a “Through the Clients’ Eyes” mindset when providing client service and problem resolution
• Ability to work in a fast-paced environment by absorbing and applying complex information quickly
• Ability to effectively discuss complex regulations, financial services, and operational details with advisors, clients, and charities with confidence
• Exceptional written and verbal communication skills with the ability to deliver technical information
• Highly adaptive, change-positive personality capable of working effectively within a team environment with the utmost professionalism
• Focus to champion innovation and change by seeking out diverse perspectives to inform continuous improvement opportunities and/or innovative ways to improve processes and procedures
• Strategic thinking skills allowing you to participate in thought partnership with the Donor Services team lead and managers on complex inquiries and situations Flexibility and willingness to work extended hours/overtime during the year-end peak season (mid- November to February)
• Flexible to work within the Hours of Operation; Monday thru Friday, 8:00 AM - 6:00 PM CT. (Month of December 7:00 AM CT)