Grants Senior Analyst - III

Job Description:​Note: Fidelity will not provide immigration sponsorship for this position.Premium Operations, Senior Operations Specialist (Grants)Fidelity Charitable is looking for top notch customer service professionals to work on the Premium Services team Durham, North Carolina. As a Senior Operations Specialist, you will be a primary point of contact for our Premium Services Team.The Expertise we’re Looking For:Bachelor’s degree2-3 years Financial Sales or Service, Major or Principal Gifts, or UHNW background requiredStrong and effective verbal and written communication skillsDemonstrated attention to detail, with good follow-throughStrong organizational, planning, multi-tasking, time management skillsDemonstrated problem solving skillsAbility to work under pressure and within tight deadlinesDemonstrated ability to identify and mitigate potential areas of riskWorking knowledge of Fidelity systems (XTRAC, RepApp), a plusThe Purpose of Your RoleThe Senior Operations Specialist is a member of the Service Delivery Client Services team, specifically with the Premium Services Team, working closely with Premium Service. You will primarily be responsible for the timely and accurate processing and researching of grants recommendations for High Net Worth donors. The CMR will process standard and non-standard grant requests, meet program SLA’s, assist with monitoring the Grant Team Inbox, prioritize expedited requests without sacrificing quality, produce adhoc grant reporting, run scripts for bulk grant requests, and proactively communicate status updates to PDG Service. As a member of FC’s Service Delivery team, the CMR will be part of a highly motivated, fast-paced team, must have a strong understanding of service operations, and must be able to manage priorities well. The CMR will provide guidance and education and ensures Fidelity Charitable is surpassing all of the UHNW Donors’ needs. You will engage with non-profits using conversational techniques to understand the scope of their request, capture relevant information, and identify a solution (if necessary). It is more than just taking a call and processing a transaction - our donors are generously giving to non-profit organizations in an effort to meet their philanthropic goals. You get to be a part of that!The Skills You BringYou have a high sense of urgency and understand when to escalateYour strong and effective verbal and written communication skillsYour very best problem-solving skills with excellent follow-throughYour strong organizational skills, planning, and time managementYou are a team player with the ability to influence without authorityYou are flexible with overtime as requested (especially December – Giving Season)The Value You DeliverCollaborating with internal Charitable business partners to fulfill special handling Employing good sound judgment in decision making or problem resolutionDelivering a great customer experience with each interaction to help strengthen donor relationshipsClearly understanding and articulating the full suite of Fidelity Charitable products and services to include Direct International GrantingProcess high value transactionsEnsure daily work meets accuracy standards and is completed in a timely manner, with appropriate tracking and escalation of aging itemsSuggest process improvements and system enhancements that will increase efficiency and/or mitigate risk to the organizationMaintain effective business relationships with Fidelity business partners with whom the position interfaces, including Legal, Risk, and ComplianceMaintain up-to-date procedures for those functions for which responsibleHow Your Work Impacts the OrganizationThe Fidelity Charitable Gift Fund (“Fidelity Charitable”) is a public charity that sponsors the largest national donor-advised fund program. Since 1991, Fidelity Charitable has introduced tens of thousands of donors to the benefits — and increased charitable impact — of using a donor-advised fund to meet their philanthropic goals. Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity. Fidelity Investments provides all of the charitable organization’s employees and supports all of its functions: Program Development, Marketing, Service Delivery, Relationship Management, Finance, Technology, Risk and Compliance, and FundraisingFidelity’s Onsite Working ModelFidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.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.SummaryLocation: 100 New Millennium Way, Bldg 1, Durham NCType: Full time