Donor Experience & Client Care Specialist

Fidelity Management & Research Company; Westlake (TX); On-site; USD 25,000 - 36,000; Full time

Job summary

Fidelity Charitable is seeking a Client Experience Specialist in Westlake, TX to be the primary contact for donor services, financial advisors, and nonprofit partners. You will resolve service requests with a focus on a positive donor experience and meet department goals and call quality metrics.

Responsibilities include assisting with account transactions, password resets, and navigating the GivingAccount platform, while coordinating with internal teams to provide accurate updates and timely

Qualifications

• Bachelor’s degree preferred.
• 1-2 years of telephone customer service experience; preferably in a contact center environment.

Responsibilities

• Ensure interactions foster a positive customer experience and meet call quality metrics.
• Respond to requests, gather information, and identify solutions.
• Assist with account transactions and navigation of Giving Account systems.
• Collaborate with internal Charitable business units as needed.

Skills

Verbal communication

Written communication

Problem solving

Multi-tasking

MS Office

MS Outlook

MS Teams

Education

Bachelor's degree preferred

Tools

Genesys Telephony

NICE

Salesforce

Zoom

Outlook

Xelerate

Job description

Fidelity Charitable is seeking a Client Experience Specialist in Westlake, TX to be the primary contact for donor services, financial advisors, and nonprofit partners. You will resolve service requests with a focus on a positive donor experience and meet department goals and call quality metrics.

Responsibilities include assisting with account transactions, password resets, and navigating the GivingAccount platform, while coordinating with internal teams to provide accurate updates and timely