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. 

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 
• 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 (“Fidelity Charitable”) 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 — and increased charitable impact — of using a donor-advised fund to meet their philanthropic goals. Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity. Fidelity Investments provides all of the charitable organization’s employees and supports all of its functions: 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—we 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 accommodations@fmr.com, or by calling 800-835-5099, prompt 2, option 3.