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

DAFgiving360 was founded by Charles Schwab & Co. and while it operates as an independent charity, it is closely affiliated with and enjoys the support of Charles Schwab & Co, including contractual agreements to provide a variety of services. This position will be an employee of Charles Schwab & Co. and will be subject to its human resources and risk policies and procedures but will report to and be accountable to Schwab Charitable for day-to-day activities.

The Grant Team’s primary responsibility is to process grant recommendations submitted by DAFgiving360 accountholders (clients) to eligible public charities. Processing these recommendations entails entering grant information into our database, confirming an organizations’ tax-exempt status and contact information while verifying the designation of the grant to ensure it meets DAFgiving360’s Program Policies and IRS requirements on donor advised funds.

The Senior Giving Specialist is the first level support for all escalations, high priority requests, and customer concerns on the Grants Team and is viewed as a subject matter expert in charitable grants. Individuals in this role work on key deliverables that provide first level oversight to our grant work, including, but not limited to, grant and charity approvals, and reviewing the work submitted by Specialists on the team. This includes working with multiple levels of leadership, and across the business, to ensure our processing and approvals keep within our risk appetite while also providing exceptional donor experiences. In addition to their daily grant processing responsibilities, Senior Giving Specialists might be asked to provide assistance on our inbound phone line. Qualified candidates will be comfortable answering incoming calls from current and potential clients, financial advisors, and charitable organizations.

What you are good at

• Demonstrated experience researching / factchecking (e.g., source checking, networking / collaborating with others).
• Customer Service experience (e.g., demonstrated skill in diffusing potentially volatile customer / client situations / de-escalation).
• Demonstrated quality control skills (e.g., noticing small details, problem-solving, maximizing efficiency).

What you have

• Initiative/Independence – Identifying what needs to be done and doing it before being asked to or required by the situation.
  • Can work things out without having to be shown too often
  • Seeks out others involved in a situation to learn their perspectives
  • Takes independent action to change the direction of events
  • Takes responsibility for own time and effectiveness

• Business Acumen – Ability to perform with insight, acuteness, and intelligence in the areas of the industry. Make decisions and act in situations in which there is not enough information to be certain of outcome or implications of the decision.
  • Knows what we do and how we do it: aware of our competitors, up to date with general business news, aware of developments in the sector, and thinks about implications
  • Engages in cross-functional dialogue and decision-making
  • Demonstrates high regard for company profitability/financial strength and understands the importance of customer satisfaction and stakeholder value

• Thoroughness – Ensuring that one’s own and other’s work and information are complete and accurate; careful preparation for meetings and presentations; following up with others to ensure that agreements and commitments have been fulfilled.
  • Sets up procedures to ensure high quality of work (e.g., review meetings) and encourages others to have high quality standards in their work
  • Carefully prepares for meetings and presentations and organizes information or materials for others
  • Reviews and checks for the accuracy of information in work reports provided by management, management information systems, or other individuals and groups
  • Monitors the quality of work and acts to verify information

Minimum Qualifications:

• Minimum 2 years of experience with DAFgiving360; Donor Operations, DST, Grants, or Shared Services Team highly preferred
• Excellent customer service skills, particularly the ability to communicate with affluent clients and their investment advisors
• Comfort with financial services and trading operations concepts
• High levels of individual ownership, emotional intelligence, and critical thinking
• Attitude of continuous improvement: thinks creatively and identifies opportunities to improve processes
• Growth Mindset: positive attitude, team orientation, enthusiasm, professionalism, and a strong work ethic with high level of integrity and ethics
• Highly organized and adaptable