Sr Specialist, Donor Services

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 an 501(c)(3) public charity, DAFgiving360 donors have recommended over $44 billion in grants to more than 280,000 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.

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 are good at:

• 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 to callers and the Donor Service team 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 DAFgiving360 departments and key business partners to provide efficient and effective service for advisors and donors
• Support and participate in organizational initiatives and projects as a subject matter expert
• 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
• Auditing and providing feedback on written communication

What you have

• BA/BS degree or equivalent experience highly preferred
• 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 effectively discuss complex regulations, financial services, and operational details with advisors, clients, and charities with confidence
• 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
• The drive to communicate a clear vision that energizes others towards success in the long term

• Ability to function effectively when under pressure while maintaining self-control and focus in the face of uncertain situations or without complete information
• An eye to identify what needs to be done and acts before being asked or required to and is able to work things out without having to be shown too often
• Flexibility and willingness to work extended hours/overtime during the year-end peak season (Mid- November to January)

Minimum Qualifications:

• Expert written and verbal communication skills with the ability to deliver technical information
• Ability to work in a fast-paced environment by absorbing and applying complex information quickly
• Minimum of 2 years of employment experience (background in financial services or the non-profit sector highly desired)
• Flexible to work within the Hours of Operation; Monday thru Friday, 8:00 AM - 6:00 PM CT (Month of December 7:00 PM CT)