Grants Senior Analyst - III

Fidelity Charitable is looking for top notch customer service professionals to work on the Premium Services team Durham, North Carolina. As a Senior Operations Specialist, you will be a primary point of contact for our Premium Services Team.

Responsibilities

Process and research grant recommendations for High Net Worth donors timely and accurately; Process standard and non-standard grant requests; Meet program SLAs; Assist with monitoring the Grant Team Inbox; Prioritize expedited requests without sacrificing quality; Produce ad hoc 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; Collaborate with internal Charitable business partners to fulfill special handling; Employ good sound judgment in decision making or problem resolution; 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; Maintain effective business relationships with Fidelity business partners including Legal, Risk, and Compliance; Maintain up-to-date procedures for those functions for which responsible; 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

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; Team player with the ability to influence without authority; Flexible with overtime as requested

Nice to have

Working knowledge of Fidelity systems (XTRAC, RepApp)