Premium Service, Senior Operations Specialist

Job Description:

The Role
Fidelity Charitable is looking for top notch customer service professionals to work on the Premium Services team in Westlake, Texas, or Durham, North Carolina. As a

Senior Operations Specialist , you will be a primary point of contact for our Premium Services Team.
The

Senior Operations Specialist

is a member of the Service Delivery Client Services team, specifically with the Premium Services Team, working closely with Premium Service. You will primarily be responsible for the timely and accurate processing and researching of grants recommendations for High Net Worth donors. The CMR will process standard and non-standard grant requests, meet program SLA s, assist with monitoring the Grant Team Inbox, prioritize expedited requests without sacrificing quality, produce adhoc grant reporting, run scripts for bulk grant requests, and proactively communicate status updates to PDG Service. As a member of FC s Service Delivery team, the CMR will be part of a highly motivated, fast-paced team, must have a strong understanding of service operations, and must be able to manage priorities well. The CMR will provide guidance and education and ensures Fidelity Charitable is surpassing all of the UHNW Donors needs.\u00A0
You will engage with non-profits using conversational techniques to understand the scope of their request, capture relevant information, and identify a solution (if necessary). It is more than just taking a call and processing a transaction - our donors are generously

giving

to non-profit organizations in an effort to meet their philanthropic goals. You get to be a part of that!
The

Skills and Expertise You Bring
Bachelor's degree
2-3 years Financial Sales or Service, Major or Principal Gifts, or UHNW background required
Strong and effective verbal and written communication skills
Demonstrated attention to detail, with good follow-through
Strong organizational, planning, multi-tasking, time management skills
Demonstrated problem solving skills
Ability to work under pressure and within tight deadlines
Demonstrated ability to identify and mitigate potential areas of risk
Working knowledge of Fidelity systems (XTRAC, RepApp), a plus
You have a high sense of urgency and understand when to escalate
Your strong and effective verbal and written communication skills
Your very best problem-solving skills with excellent follow-through
Your strong organizational skills, planning, and time management
You are a team player with the ability to influence without authority
You are flexible with overtime as requested (especially December Giving Season)
Collaborating with internal Charitable business partners to fulfill special handling\u00A0
Employing good sound judgment in decision making or problem resolution
Delivering a great customer experience with each interaction to help strengthen donor relationships
Clearly understanding and articulating the full suite of Fidelity Charitable products and services to include Direct International Granting
Process high value transactions
Ensure daily work meets accuracy standards and is completed in a timely manner, with appropriate tracking and escalation of aging items
Suggest process improvements and system enhancements that will increase efficiency and/or mitigate risk to the organization
Maintain effective business relationships with Fidelity business partners with whom the position interfaces, including Legal, Risk, and Compliance
Maintain up-to-date procedures for those functions for which responsible
The Team
The Fidelity Charitable Gift Fund (\u201CFidelity Charitable\u201D) is a public charity that sponsors the largest national donor-advised fund program. Since 1991, Fidelity Charitable has introduced tens of thousands of donors to the benefits \u2014 and increased charitable impact \u2014 of using a donor-advised fund to meet their philanthropic goals.\u00A0Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity.\u00A0 Fidelity Investments provides all of the charitable organization s employees and supports all of its functions:\u00A0 Program Development, Marketing, Service Delivery, Relationship Management, Finance, Technology, Risk and Compliance, and Fundraising

Certifications:

Company Overview
Fidelity Investments is a privately held company with a mission

to strengthen the financial well-being of our clients.

We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients money.
Join Us
At Fidelity, you ll find endless opportunities to build a meaningful career that positively impacts peoples lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a

Glassdoor Employees Choice Award

, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don t need a finance background to succeed at Fidelity\u2014we offer a range of opportunities for learning so you can build the career you ve always imagined.
Fidelity's working model

blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).
At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry . Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation,

detailed in this document

, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.
We invite you to

Find Your Fidelity

at

fidelitycareers.com

.
Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to

[email protected]

, or by calling

800-835-5099 , prompt 2, option 3.

#J-18808-Ljbffr