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Associate II, Donor and Charity Support

Hudson, Ohio

Position Title  Associate II, Donor and Charity Support

Reports to       Associate Director, Donor and Charity Support

Classification  Non-Exempt

POSITION SUMMARY
The Associate II, Donor and Charity Support is a member of the Donor and Charity Support team responsible for creating a positive experience for donors and financial advisors in their interactions, consistent with our goals and guiding principles. This individual will provide focused, consistent service to donors, charities, and financial advisors to enhance their philanthropic experience. This includes responding to incoming calls to answer questions and resolve issues, onboarding new donors with an overview of the donor-advised fund program requirements and a walk-through of the online portal, and monitoring program requirements to help donors use their donor-advised fund effectively. The individual will be required to demonstrate the ability to communicate clearly in both written and oral communications, work collaboratively within the organization, share best practices, and aid in the continuous improvement of the services provided. The Associate II, Donor and Charity Support will be familiar with all donor fund-related issues, comprehension of procedures, processes, and systems as they work with donors, charities, and financial advisors to provide exceptional service.

ESSENTIAL RESPONSIBILITIES

  1. Maintain relationships with donors throughout the life of their donor advised fund and investment account by educating donors on our business model.
  2. Respond to inquiries raised by donors related to the use of their fund and/or investment account in a timely manner.
  3. Respond to inquires raised by charities related to collection of ACH and incoming grants.
  4. Respond in a timely manner and with accuracy to CRM cases from internal teams.
  5. Assist donors and financial professionals with administration of their fund such as change in advisors, successor, death/divorce, gifting and granting.
  6. Adhere to developed strategic solutions to meet the needs of donors and financial advisors.
  7. Record all activity in CRM in accordance with established processes.
  8. Provide support to internal operations and development teams in managing program requirements by reaching out to donors and charities as needed.
  9. Backup to the Associate, Administrative Support experience team as needed.
  10. Take on projects and other work as directed by the Associate Director, Donor and Charity

 

SKILLS AND QUALIFICATIONS

  • Bachelor’s degree preferred
  • 3 or more years of customer service experience required
  • Salesforce or equivalent CRM experience preferred
  • Superior interpersonal, organizational and client service skills
  • Intermediate MS Office knowledge and experience
  • Possess a high level of professionalism and interpersonal skills to handle sensitive and confidential situations, including ones that require immediate attention
  • Comfortable and confident speaking with donors, financial advisors, and all other external constituents

Ren is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

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