Senior Specialist, Operations

Your Opportunity

DAFgiving360™ is an independent nonprofit organization created to increase charitable giving in the U.S. We offer a donor-advised fund program and related philanthropic tools and guidance that empower donors to incorporate charitable planning into their everyday lives and make a bigger difference in the world. Since our founding in 1999 as a 501(c)(3) public charity, DAFgiving360 donors have recommended over $50 billion in grants to more than 295,000 charities.

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 Dedicated Service Team’s primary responsibility is to provide white-glove service to DAFgiving360’s top-tier donors and advisors. The team will promote growth and strengthen relationships with donors, advisors, and business partners through a combination of service and operations workload. Qualified candidates will be comfortable answering incoming calls from donors and financial advisors, making outbound calls to charities as well as handling written requests, donor operations, and completing grant recommendations.

What you’ll do

• Serve as a dedicated relationship liaison to specific high-net-worth donors and advisors to provide top-quality customer service through immediate, thoughtful, and thorough responses to donor inquiries via our 800-phone line and email channels.
• Deepen relationships by providing resourceful, effective problem analysis and resolution for high-touch donors.
• Provide accurate, valid, and complete information by using appropriate online and in-house resources.
• Collaborate with other DAFgiving360 departments and key business partners to provide efficient and effective service for advisors and donors.
• Ad-Hoc meetings with advisors and/or other DAFgiving360 business partners.
• Review and process grant recommendations made by donors and advisors to ensure efficient and personalized processing.
• Approve grant recommendations after reviewing for processing accuracy and compliance with IRS regulations.
• Review and process donor operations requests.
• Assist with training new hires within our team.
• Review and process mergers and acquisitions regarding DAFgiving360 accounts.
• Support and participate in organizational initiatives and projects as a subject matter expert as needed.
• Responsible for accuracy and timeliness of own work within established time frames.
• Anticipate potential risk issues pertaining to all facets while presenting, recommending, and implementing proactive solutions.

What you have

• BA/BS degree highly preferred.
• Minimum of 4 years of employment experience (background in customer service, financial services, specifically with Charles Schwab, Inc., DAFgiving360, or the donor-advised fund sector highly desired).
• High level of ownership, emotional intelligence, and critical thinking that enable a Through Client’s Eyes mindset when providing donor service and problem resolution.
• A logical, systematic, sequential approach to problem-solving.
• Excellent operational and customer service skills with the ability to manage and process complex operational work with advisors, donors, and charities with confidence.
• Well-developed time management skills with the ability to organize, manage, and juggle competing priorities.
• Flexibility and willingness to work extended hours/overtime during the year-end peak season (November through January).
• Ability to embrace, pivot and shift focus based on changing priorities and/or business needs.
• The ability to develop, maintain, and strengthen partnerships with others inside or outside of the organization who can provide information, assistance, and support.
• Consistently thinks creatively and identifies opportunities to improve efficiency in processes.
• Positive attitude, team orientation, enthusiasm, professionalism, and strong work ethic with a high level of integrity and ethics.