Grants Senior Analyst - III

Fidelity Investments•Durham, NC

6d•Onsite

About The Position

Fidelity Charitable is looking for top-notch customer service professionals to work on the Premium Services team in 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 SLAs, 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. 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!

Requirements

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
High sense of urgency and understand when to escalate
Very best problem-solving skills with excellent follow-through
Strong organizational skills, planning, and time management
Team player with the ability to influence without authority

Nice To Haves

Working knowledge of Fidelity systems (XTRAC, RepApp)

Responsibilities

Process standard and non-standard grant requests
Meet program SLAs
Assist with monitoring the Grant Team Inbox
Prioritize expedited requests without sacrificing quality
Produce adhoc grant reporting
Run scripts for bulk grant requests
Proactively communicate status updates to PDG Service
Engage with non-profits using conversational techniques to understand the scope of their request, capture relevant information, and identify a solution (if necessary)
Collaborate with internal Charitable business partners to fulfill special handling
Employ good sound judgment in decision making or problem resolution
Deliver a great customer experience with each interaction to help strengthen donor relationships
Clearly understand and articulate 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