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.
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Benefits that balance life and work
From our fully paid parent leave to our on-site health and wellness centers, our benefits support the belief that more balance you have, the better you can achieve your goals.
Company overview
Company overview
At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experience.
Reasonable accommodations
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation contact the HR Accommodation Team by sending an email to accommodations@fmr.com, or by calling 800-835-5099, prompt 2, option 3.
Equal opportunity employer
Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop, and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Applicant screening
At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.