Customer Operations Associate

GivingIQ Inc.; Houston (TX); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Training provided

Job summary

GivingIQ Inc. is seeking a Customer Operations Associate to manage stock gift processing, support donors, financial advisors, and nonprofits, and drive process improvements. The role involves virtual work with occasional in-person team meetings in Houston and Dallas, TX, and training will be provided.

The position targets efficient transaction handling, accurate record-keeping, and proactive issue resolution within a collaborative team environment.

Qualifications

• 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.

Responsibilities

• 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.
• Provide frontline support to nonprofits seeking assistance with account configuration, transactions, payments and all other matters.
• Answer questions and ensure successful outcomes.
• Assess and identify opportunities to streamline the workflow of supporting customers and processing donations.
• Recommend improvements to enhance efficiency, accuracy, and stakeholder satisfaction.
• 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.

Skills

Attention to detail

Communication skills

CRM software

MS Office

Stock/ETF knowledge

Problem-solving

Team collaboration

Tools

CRM

Chat

Transaction processing systems

MS Office

Job description

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.