Team Lead, NPO Outreach Analyst IV

Fidelity•Westlake, TX

22h

About The Position

The NPO Outreach Team works with nonprofits to ensure they quickly and securely receive grants through electronic funds transfers. The team works directly with nonprofits to help them enroll in the program and collaborates with other service delivery organizations to communicate with and support nonprofits. Our work is critical to moving the organization and our grantmaking to digital payment methods. The Team Lead will be part of a highly motivated, fast-paced, team-oriented environment and will be expected to help lead the team in work organization, risk management, process improvement, and the achievement of desired business goals and results.

Requirements

Bachelor’s degree and 3+ years of experience in customer service or service operations (including experience with people management or supervision) or equivalent work experience
Demonstrated ability to lead and mentor associates in a dynamically changing environment
Superior organizational, planning, and time management skills
Demonstrated problem solving skills
Strong and effective verbal and written communication skills
Proven experience identifying and mitigating areas of risk
Strong business acumen and analytical skills
Solid technical aptitude, including a proficiency in all Office products (Microsoft Excel, Word, PowerPoint)
Ability to work under pressure and to tight deadlines
Must be able to meet overtime commitments
Flexibility and adaptability will enable you to react constructively and with a positive attitude to multiple and shifting priorities, unexpected events and seasonal demands.
Analytical-thinking and problem-solving ability will allow you to navigate large data sets to identify trends and root causes.
Strong communication and interpersonal skills will drive collaboration with internal and external business partners to help create and implement solutions.
Attention to detail and inquisitive nature will be key in helping you problem solve.
Demonstrated ability to work in a fast-paced environment, with increased seasonal demands that require flexibility and the ability to multitask.
Strong attention to detail
Strong focus on the donor and non-profit

Responsibilities

Oversee thousands of EFT enrollments monthly to ensure charitable organizations receive grants quickly and securely
Manage daily work distribution to NPO Outreach team associates
Monitor aged work items/queues and follow up to ensure timely transaction processing
Handle escalated nonprofit, donor, and/or advisor issues with timely follow up
Create and maintain daily and monthly reporting
Answer inbound enrollment-related calls, monitor inbound volumes, and schedule coverage
Assist the Manager with the timely completion of team and departmental projects
Assist in ensuring all associates are trained on any changes in policy and procedure
Collaborate with Technology/Business Analysts to identify and implement system efficiencies
Assist in developing resource requirements, planning and hiring in preparation for Giving Season
Develop and maintain strong and effective business relationships with senior level internal and external business partners
Develop an effective team by acting as liaison between associates and manager, and implementing initiatives to improve team effectiveness
Coach associates to successfully achieve department and individual career goals