Associate II, Donor Support

 

Job Title:	Associate II Donor Support
Department:	Service Experience
Level & Status	P0 Non-exempt

 

Position Description:

The Associate II, Donor Support is a member of the Donor support team responsible for creating a positive experience for donors and financial advisors in their interactions with Ren, consistent with the Company’s goals and guiding principles. This individual will provide focused, consistent service to donors and financial advisors to enhance their philanthropic experience. This includes response to incoming calls to answer questions and resolve issues, onboarding new donors with an overview of the donor advised fund program requirements and a walk through of the online portal, and monitoring program requirements to help donors use their donor advised fund effectively. The individual will be required to demonstrate the ability to communicate clearly in both written and oral communications, work collaboratively within the organization, share best practices and aid in the continuous improvement of the services provided.

 

Duties & Responsibilities:

• Maintain relationships with donors throughout the life of their donor advised fund and investment account by educating donors on the business model.
• Respond to inquiries raised by donors related to the use of their fund and/or investment account in a timely manner.
• Respond in a timely manner and with accuracy to CRM cases from internal teams.
• Assist donors and financial professionals with administration of their fund such as change in advisors, successor, death/divorce, gifting and granting.
• Adhere to developed strategic solutions to meet the needs of donors and financial advisors.
• Record all activity in CRM in accordance with established processes.
• Provide support to internal operations and development teams in managing program requirements by reaching out to donors as needed.
• Backup to the Associate, Administrative Support experience team as needed.
• Basic knowledge and ability to use AI in day-to-day operations.
• Other duties as assigned.

 

 

Education & Experience:

• Bachelor’s degree preferred
• 3 or more years of customer service experience required
• Salesforce or equivalent CRM experience preferred
• Superior interpersonal, organizational and client service skills
• Intermediate MS Office knowledge and experience
• Possess a high level of professionalism and interpersonal skills to handle sensitive and confidential situations, including ones that require immediate attention.

 

 

• Comfortable and confident speaking with donors, financial advisors, and all other external constituents