Donor Services Specialist

Your Opportunity

The Donor Services Team is responsible for providing world class and ongoing donor advised fund account service and support to Schwab Charitable donors and their advisors via our 800-phone line and email channels. The team also partners with several Schwab Charitable and Charles Schwab business partners to ensure questions from our clients and prospective clients about donor advised funds, and the services that we offer, are answered accurately and efficiently. This position will report to the Sr. Team Manager of Donor Services and will have extensive exposure to skip level leadership.

What you are good at

This role participates in Schwab’s Workplace Flexibility Program. Employees have up to 90 days each year to work remotely and should work the remainder at a Schwab location.

This role participates in Schwab’s Workplace Flexibility Program. Employees have up to 90 days each year to work remotely and should work the remainder at a Schwab location.

• Provide top quality customer service through immediate, thoughtful, and thorough responses to client inquires via our 800-phone line and email channels
• Deepen relationships by providing resourceful, effective problem analysis and resolution for our clients and advisors
• Practice active listening, open ended dialogue, and rapport building to gain a thorough understanding of our clients’ needs to enhance their charitable giving
• Provide accurate, valid, and complete information by using the appropriate online and in-house resources
• Help clients and advisors navigate our online charitable center
• Support the Grants team with donor inquiries regarding status updates, and attaining inbound information required for follow-up on due diligence grants
• Proactively educating clients, advisors and internal partners on our products and services
• Collaborate with other Schwab Charitable departments and key business partners to provide efficient and effective service for advisors and donors
• Support and participate in organizational initiatives and projects as a subject matter expert as needed

What you have

• 
  Minimum of 2 years of employment experience (background in financial services or the non-profit sector highly desired)
• Demonstrated passion for service and philanthropy
• High level of ownership, emotional intelligence, and critical thinking that enable a “Through the Clients’ Eyes” mindset when providing client service and problem resolution
• Ability to work in a fast-paced environment by absorbing and applying complex information quickly
• Ability to effectively discuss complex regulations, financial services, and operational details with advisors, clients, and charities with confidence
• Well-developed written and verbal communication skills with the ability to deliver technical information
• Highly adaptive, change-positive personality capable of working effectively within a team environment with the utmost professionalism
• Focus to champion innovation and change by seeking out diverse perspectives to inform continuous improvement opportunities and/or innovative ways to improve processes and procedures
• Flexibility and willingness to work extended hours/overtime during the year-end peak season (mid- November to February)
• Flexible to work within the Hours of Operation; Monday thru Friday, 8:00 AM - 6:00 PM CT. (Month of December 7:00 PM CT)