Grants Senior Analyst - III

Job Description:
​Note: Fidelity will not provide immigration sponsorship for this position.
Premium Operations, Senior Operations Specialist (Grants)
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.
The Expertise we’re Looking For:
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
The Purpose of Your Role
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 You Bring
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)
The Value You Deliver
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
How Your Work Impacts the Organization
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
Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.
Certifications:
Category:Client Service
Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.