Customer Operations Associate

Customer Operations Associate

DonateStock is leading the movement to make charitable stock gifting easy for donors, financial advisors, and nonprofits. The Customer Operations Associate is a critical team member responsible for ensuring the smooth processing of stock donations and providing support to donors, financial advisors, and nonprofits. This is a contract position with the potential for full-time employment. The company will provide comprehensive training to the selected candidate.

Key Responsibilities

• Stock Gift Processing and Support:
  • Oversee the day-to-day administration of stock gifts through DonateStock's platform.
  • Monitor donation flow from donors to financial advisors and ultimately to nonprofit bank accounts.
  • Identify and address exceptions promptly and professionally.
  • Serve as a central point of contact for inquiries related to stock gifts.
  • Provide guidance and support to donors, financial advisors, and nonprofits regarding the donation process.
  • Maintain accurate records and documentation of stock donation transactions.
• Customer Support:
  • Provide frontline support to nonprofits seeking assistance with account configuration, transactions, payments and all other matters.
  • Answer questions and ensure successful outcomes.
• Process Improvement and Optimization:
  • Assess and identify opportunities to streamline the workflow of supporting customers and processing donations.
  • Recommend improvements to enhance efficiency, accuracy, and stakeholder satisfaction.
• Reporting and Communication:
  • Generate regular reports on transaction activity, including key metrics and trends.
  • Escalate complex issues or critical exceptions to the appropriate teams for resolution.
  • Contribute to the development of educational materials and resources for donors, financial advisors, and nonprofits.

Requirements

• Proven experience in financial services, transaction processing or a related field.
• Strong attention to detail and ability to manage multiple tasks in a fast-paced environment.
• Excellent problem-solving and decision-making skills, with a proactive approach to handling exceptions.
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with stakeholders.
• Proficiency in using various software tools, including CRM, Chat, transaction processing systems, and MS Office.
• Understanding of financial instruments, particularly stocks, ETFs and mutual funds.

Location

• The role is mostly virtual (requiring a dedicated home workspace) but will entail in-person team meetings in Houston and/or Dallas, TX.

Key Attributes

• Passion for making a positive impact and supporting charitable giving.
• Customer-centric mindset with a commitment to providing excellent service.
• Adaptable and resilient, able to thrive in a dynamic and rapidly evolving environment.
• Team player with a collaborative approach and willingness to go the extra mile.
• Eager to learn, grow, and contribute to the success of the organization.
• Seeking an opportunity to make a meaningful difference, not just a job.