Philanthropic Services Representative

Job Description

Job Description

Position

Philanthropic Services Representative

Reports to

Philanthropic Services Leader

Role Summary

The Philanthropic Services Representative provides excellent customer service to donors, professional advisors, and prospects via phone and written communication. This role emphasizes accuracy, efficiency, and high-quality service on a scale.

Core Responsibilities

• Efficiently manage a high volume of donor interactions daily, ensuring timely and accurate responses to meet SLAs.
• Utilize automated systems to document, track, research, and resolve donor issues, reducing resolution times and increasing client satisfaction.
• Engage in active listening and demonstrate empathy in a professional manner.
• Monitor account activity and communicate status updates to donors.
• Assess unique client requests, propose appropriate and approved solutions, and escalate to senior members of the team as needed.

• Ensure compliance with internal and external guidelines, business policies, and procedures.

• Maintain a strong knowledge of internal departments and their respective resources and responsibilities.
• Cultivate an environment of teamwork
• Attend and participate in all relevant meetings and training sessions.
• Participate in special projects and perform other duties as assigned.
• Serve as a client services ambassador to Vanguard Charitable.
• Represent the Vanguard Charitable brand professionally and embody integrity in all interactions.

Requirements

• Undergraduate degree or equivalent combination of training and experience.
• Minimum 2 years’ experience in a related field such as a community foundation, donor advised fund or other non-profit organization.
• Demonstrated understanding of the power of positive client experiences and use of skills to ensure great client experiences.
• Ability to interact professionally with high-net-worth individuals as well as internal resources.
• Strong attention to detail. Strong organizational and time management skills.
• Exceptional telephone etiquette and communication (oral and written) skills.
• Ability to work independently with minimal supervision.
• Flexibility and adaptability to changing work environments.
• Financial market and/or charitable giving experience a plus.