Job Posting - Client Service Associate

National Philanthropic Trust is seeking a Client Service Assistant.  The job description is attached.

Interested candidates should contact :

Heather Howard, SPHR | Human Resources Director
National Philanthropic Trust
165 Township Line Road, Suite 150
Jenkintown, PA 19046
T: 215.277.3021 | F: 215.277.3029

National Philanthropic Trust                                                               

Client Service Associate

National Philanthropic Trust (NPT) is an independent public charity dedicated to increasing philanthropy in society.  We offer uniquely flexible donor-advised funds (DAF) that make charitable giving easier for individuals, families, companies and organizations.  NPT is led by a team of experienced professionals and a Board of Trustees that includes nationally-known experts in philanthropy, government and business.

Founded in 1996, NPT has raised over $5 billion in charitable contributions and currently manages over $2.6 billion in charitable assets.  We have made nearly 111,000 grants totaling $2.5 billion to charities worldwide.  We rank among the 25 largest grant making institutions in the United States. NPT’s headquarters are located in Jenkintown, PA.

Position Description:

The CSA is responsible for providing premium service (telephone and written) to existing donors and financial advisors as well as prospective donors regarding donor-advised funds (DAF) and specific account information. This position accurately captures inquiries and comments via the telephone, electronic and written communications. The successful candidate will employ a consultative, personal and professional approach to attract and retain donors while representing NPT. NPT is looking for people with a passion for customer service.

Responsibilities of the CSA:

·         Provide front line premium service and support (phone and written) to NPT clients and donors

·         Efficiently handle a variety of client and donor inquiries related to their donor-advised fund

·         Track and escalate calls and emails for further internal handling by internal subject-matter experts

·         Minimize call escalations by gaining client and donor trust and confidence

·         Complete fulfillment requests in a thorough and timely manner

·         Ensure all information gathered on account advisors and prospects is accurately captured in NPT’s internal recordkeeping system

·         Research and resolve donor issues within the identified timeframes

·         Interact with internal and external resources to continually monitor account activity, and communicate status as needed to donors and financial advisors in accordance with established guidelines

·         Possess a strong sense of awareness of the appropriate levels of approvals that are needed by senior staff for certain transactions

·         Cultivate and build relationships with donors by professionally managing client relationships

·         Manage follow-up activities with donors and clients consistent with stated criteria

·         Support extended phone coverage hours during Giving Season (October – December)

·         Attend and participate in all relevant meetings and training sessions

·         Participate in special projects and perform other duties as assigned

Technical Requirements:

·         Undergraduate degree or equivalent combination of experience and training

·         Extraordinary telephone etiquette skills with advanced customer service experience and training

·         Outstanding oral and written communication skills

·         Strong attention to detail and highly organized

·         Strong time-management skills

·         Demonstrated experience handling client concerns and issues with tact and diplomacy

·         Ability to discern and adapt to high work volume

·         Ability to interact professionally with institutional clients, high net worth individuals as well as develop and maintain good relationships with colleagues across the organization

·         In-depth knowledge and proficiency in MS Office, including Outlook, Excel, Word, PowerPoint, Adobe Acrobat and ability to learn other programs as required

·         Previous experience working in a financial services customer service role, nonprofit or charitable organization preferred, but not required

·         Basic understanding of brokerage process, regulations and rules that govern client accounts is a plus

In addition to the technical skills defined above, the Client Service Associate must possess the following traits:

·         Resourceful team-player with a collaborative and professional demeanor, with the ability to successfully engage colleagues across the organization as well as outside constituents.

·         Demonstrated experience with the handling of confidential information

·         Demonstrated ability to take initiative, anticipate needs and exercise independent, sound judgment

·         Self-motivated and self-directed with a strong work ethic

·         Demonstrated ability to prioritize work

·         Flexibility and adaptability to changing work environments

·         Reliable attendance

I hereby certify that I have read and understand my position description.  In addition, I accept the responsibilities of this position and acknowledge that I have received a copy of my position description.

Signatures:

Employee :___________________________________________                                                       Date:__________________

Supervisor: ________­­­­­­____________________________________                                   Date: __________________