Operations Specialist

 Summary                                                     

The Operations Specialist is responsible for entry or quality review of financial, clerical and output related transactions and changes in the recordkeeping system, as well as for implementing and supporting Processing and Grants related projects and initiatives to support operational efficiencies. Supports all three areas of Operations department based on volumes, capacity, and business needs.  The position is a key subject matter expert and solutions specialist for Operations and other stakeholders in the organization as needed. The role is responsible for ensuring internal procedures to support servicing clients are up to date on an annual basis and for maintaining support documentation of any risk events or issues within our processes/technology. 

Duties and Responsibilities 

1. Completes routine and complex data entry using the Gemini system for financial transactions (contributions, grants, exchanges) and account information.
2. Performs same-day quality assurance (SDQA) functions and edits other team members’ data entry work by documenting and providing feedback on errors; provides coaching to team members to improve quality and understanding of Operations related items.
3. Assists with grant check related activities such as stops and reissues, grant reversals, aged and returned checks and completes research related to check activities. Administers and oversee Succession Plan grants, including EGPs (newly activated and ongoing).
4. Monitors, tracks and executes client service requests, as approved for all client segments, and in particular for the Premier segment.  
5. Responds to inbound calls and emails from clients and charities. Makes outbound outreach to charities and clients related to contribution or grant situations as needed.
6. Assists with research on aged contributions and takes the lead in handling elevated contribution issues; supports phone representatives in positioning for critical and elevated donor outreach to mitigate issues.
7. Leads the annual procedures review and updates procedures to ensure all activities are documented and accessible.  Demonstrates proficiency and understanding of the Policies and Guidelines.
8. Serves as subject matter expert on Operations transactional processes, back office system functionality and audits. Acts as point of contact for the business for any operations related technical processes, Gemini questions, internal or external audits, along with other business initiatives that interface with Operations’ activities.    
9. Serves as the primary Operations support for departmental initiatives and enhancements. Identifies and recommends workflow and process improvements, in addition to identifying potential technology solutions where appropriate.  
10. Develops, implements, and monitors operations technology enhancements and back office issue resolution in collaboration with Vanguard Charitable’s Information Technology team (VC IT). Works with VC IT to identify deliverables, milestones, and tasks for the change requests. Interviews team members and incorporates feedback into planning.  Conducts testing and monitoring of “work around” processes with an understanding of the risks associated with the bugs and updates the team and business as needed.  
11. Assists with training and onboarding new Operations staff as needed.  Supports Operational data and reporting needs as identified including pulling data and providing to key stakeholders and/or management. 
12. Participates in special projects and performs other duties as assigned.

Qualifications:

• Undergraduate degree in a related field or the equivalent combination of training and experience.
• Two to three years of business experience with transaction processing and/or operations experience preferred.
• Intermediate understanding of all business functions, technology needs, tools and other applications that interface with VC processes so that they can be clearly articulated to, and leveraged for, the business users.
• Strong relationship skills with experience working in a team environment.
• Strong written and oral communication skills.
• Strong analysis and problem-solving skills.
• Strong planning and organizational skills.
• Project Management experience a plus.
• Knowledge of the donor advised funds and financial services industries as plus.