Job Description
Job Description:
NPO Outreach Analyst IV
The Team
The NPO Outreach Team works with nonprofits to ensure they quickly and securely receive grants through electronic funds transfers. The team works directly with nonprofits to help them enroll in the program and collaborates with other service delivery organizations to communicate with and support nonprofits. Our work is critical to moving the organization and our grantmaking to digital payment methods.
Note: Fidelity is not providing immigration sponsorship for this position
The Expertise We're Looking For
Bachelor's degree and 3+ years of experience in customer service or service operations (including experience with people management or supervision) or equivalent work experience
Demonstrated ability to lead and mentor associates in a dynamically changing environment
Superior organizational, planning, and time management skills
Demonstrated problem solving skills
Strong and effective verbal and written communication skills
Proven experience identifying and mitigating areas of risk
Strong business acumen and analytical skills
Solid technical aptitude, including a proficiency in all Office products (Microsoft Excel, Word, PowerPoint)
Ability to work under pressure and to tight deadlines
Must be able to meet overtime commitments
Work hours are M-F 8:30 a.m. - 5:00 p.m. CT, with extended hours regularly as needed
The Purpose of Your Role
The Team Lead will be part of a highly motivated, fast-paced, team-oriented environment and will be expected to help lead the team in work organization, risk management, process improvement, and the achievement of desired business goals and results.
The Skills You Bring
Flexibility and adaptability will enable you to react constructively and with a positive attitude to multiple and shifting priorities, unexpected events and seasonal demands.
Analytical-thinking and problem-solving ability will allow you to navigate large data sets to identify trends and root causes.
Strong communication and interpersonal skills will drive collaboration with internal and external business partners to help create and implement solutions.
Attention to detail and inquisitive nature will be key in helping you problem solve.
Demonstrated ability to work in a fast-paced environment, with increased seasonal demands that require flexibility and the ability to multitask.
Strong attention to detail
Strong focus on the donor and non-profit
The Value You Deliver
Oversee thousands of EFT enrollments monthly to ensure charitable organizations receive grants quickly and securely
Manage daily work distribution to NPO Outreach team associates
Monitor aged work items/queues and follow up to ensure timely transaction processing
Handle escalated nonprofit, donor, and/or advisor issues with timely follow up
Create and maintain daily and monthly reporting
Answer inbound enrollment-related calls, monitor inbound volumes, and schedule coverage
Assist the Manager with the timely completion of team and departmental projects
Assist in ensuring all associates are trained on any changes in policy and procedure
Collaborate with Technology/Business Analysts to identify and implement system efficiencies
Assist in developing resource requirements, planning and hiring in preparation for Giving Season
Develop and maintain strong and effective business relationships with senior level internal and external business partners
Develop an effective team by acting as liaison between associates and manager, and implementing initiatives to improve team effectiveness
Coach associates to successfully achieve department and individual career goals
Certifications:
Category:
Client ServicePlease 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.
Job Description:
NPO Outreach Analyst IV
The Team
The NPO Outreach Team works with nonprofits to ensure they quickly and securely receive grants through electronic funds transfers. The team works directly with nonprofits to help them enroll in the program and collaborates with other service delivery organizations to communicate with and support nonprofits. Our work is critical to moving the organization and our grantmaking to digital payment methods.
Note: Fidelity is not providing immigration sponsorship for this position
The Expertise We're Looking For
Bachelor's degree and 3+ years of experience in customer service or service operations (including experience with people management or supervision) or equivalent work experience
Demonstrated ability to lead and mentor associates in a dynamically changing environment
Superior organizational, planning, and time management skills
Demonstrated problem solving skills
Strong and effective verbal and written communication skills
Proven experience identifying and mitigating areas of risk
Strong business acumen and analytical skills
Solid technical aptitude, including a proficiency in all Office products (Microsoft Excel, Word, PowerPoint)
Ability to work under pressure and to tight deadlines
Must be able to meet overtime commitments
Work hours are M-F 8:30 a.m. - 5:00 p.m. CT, with extended hours regularly as needed
The Purpose of Your Role
The Team Lead will be part of a highly motivated, fast-paced, team-oriented environment and will be expected to help lead the team in work organization, risk management, process improvement, and the achievement of desired business goals and results.
The Skills You Bring
Flexibility and adaptability will enable you to react constructively and with a positive attitude to multiple and shifting priorities, unexpected events and seasonal demands.
Analytical-thinking and problem-solving ability will allow you to navigate large data sets to identify trends and root causes.
Strong communication and interpersonal skills will drive collaboration with internal and external business partners to help create and implement solutions.
Attention to detail and inquisitive nature will be key in helping you problem solve.
Demonstrated ability to work in a fast-paced environment, with increased seasonal demands that require flexibility and the ability to multitask.
Strong attention to detail
Strong focus on the donor and non-profit
The Value You Deliver
Oversee thousands of EFT enrollments monthly to ensure charitable organizations receive grants quickly and securely
Manage daily work distribution to NPO Outreach team associates
Monitor aged work items/queues and follow up to ensure timely transaction processing
Handle escalated nonprofit, donor, and/or advisor issues with timely follow up
Create and maintain daily and monthly reporting
Answer inbound enrollment-related calls, monitor inbound volumes, and schedule coverage
Assist the Manager with the timely completion of team and departmental projects
Assist in ensuring all associates are trained on any changes in policy and procedure
Collaborate with Technology/Business Analysts to identify and implement system efficiencies
Assist in developing resource requirements, planning and hiring in preparation for Giving Season
Develop and maintain strong and effective business relationships with senior level internal and external business partners
Develop an effective team by acting as liaison between associates and manager, and implementing initiatives to improve team effectiveness
Coach associates to successfully achieve department and individual career goals
Certifications:
Category:
Client ServicePlease 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.
About Fidelity Investments
At Fidelity, since our founding in 1946, we have been dedicated to strengthening and security our clients’ financial well-being through exceptional service and innovative solutions. We empower over ~50 million people to achieve their most important financial goals, manage employee benefit programs for nearly 24,000 businesses, and support more than 16,000 wealth management firms and institutions with cutting-edge investments and technology. Our diverse business portfolio and independence provide us with a comprehensive view of the market and the stability to deliver long-term value for our customers. As the financial industry evolves and customer needs grow more complex, Fidelity continues to reinvent, innovate, and transform to meet the challenges of tomorrow’s financial landscape.
*Specifically serviced by our Clearing & Custody team within Fidelity Institutional
Fidelity TalentSource, is the in-house temporary staffing provider for Fidelity Investments. Unlike traditional staffing agencies, we are an internal business unit within Fidelity’s Talent Acquisition team, dedicated to recruiting talent from various backgrounds for roles in Fidelity’s regional and investor center locations. Our mission is to help you experience Fidelity’s diverse and inclusive workplace while expanding your skill set and professional network, with the ultimate goal of conversion to full-time employment as part of Fidelity’s long-term strategy. To learn more about temporary positions at Fidelity Investments, visit FidelityTalentSource.com.