Client Experience Account Manager

Client Experience Account Manager The Senior Specialist is a member of the Service Delivery Client Services team, specifically with the Premium Services Team, working closely with the Private Wealth Management and Philanthropic Strategists. You will primarily be responsible for the timely and accurate processing and researching for Private Wealth Management donors. The Senior Specialist will process standard and non-standard requests, meet program SLA's, and prioritize expedited requests without sacrificing quality. As a member of FC's Service Delivery team, the Senior Specialist 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 Senior Specialist will provide guidance, education and ensures Fidelity Charitable is surpassing all of the Donors' needs. You will engage with donors and PWM advisors using conversational techniques to understand the scope of their request, capture relevant information and identify a solution, if necessary. It's 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 and Expertise you bring: Strong and effective verbal and written communication skills Demonstrated attention to detail, with good follow-through Strong organizational, planning, multi-tasking, time management skills Demonstrated problem solving skills Ability to work under pressure and within tight deadlines Demonstrated ability to identify and mitigate potential areas of risk Working knowledge of Fidelity systems (XTRAC, RepApp), a plus You have a high sense of urgency and understand when to escalate Your strong and effective verbal and written communication skills required Your very best problem-solving skills with excellent follow through Your strong organizational skills, planning and time management You are a team player with the ability to influence without authority You are flexible with overtime as requested (especially December Giving Season) Collaborating with internal Charitable business partners to fulfill special handling Employing good sound judgment in decision making or problem resolution Delivering a great customer experience with each interaction to help strengthen donor relationships Clearly understanding and articulating the full suite of Fidelity Charitable products and services to include Direct International Granting, Charitable Investment Advisor Program, and Complex Assets Process high value contributions of cash equivalents and securities Ensure daily work meets accuracy standards and is completed in a timely manner, with appropriate tracking and escalation of aging items Suggest process improvements and system enhancements that will increase efficiency and/or mitigate risk to the organization Maintain up-to-date procedures for those functions for which responsible The 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 Fundraising. Fidelity's Onsite Working Model Fidelity 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.