Donor Experience Specialist

Fidelity Investments Inc.; Roanoke (TX); On-site; USD 38,000 - 54,000; Full time

Job summary

Fidelity Charitable is seeking a Client Experience Associate to deliver exceptional donor and advisor support from Westlake, TX. You will handle inquiries via phone and web, process account transactions, and troubleshoot issues to ensure a superior customer experience.

Ideal candidates have 1–2 years of telephone service experience and strong communication, problem-solving, and multitasking abilities in a Windows environment. Overtime may be required during peak Giving Season.

Qualifications

• Bachelor’s degree preferred or equivalent experience.
• 1–2 years of telephone customer service experience; preferably in a contact center environment.
• Strong interpersonal and communication skills; ability to handle inquiries via phone and web.

Responsibilities

• Respond to service requests to ensure superior customer experience.
• Handle password/PIN resets, website navigation, Giving Account transactions, and updates to account/profile information.
• Engage with internal teams as needed to resolve donor questions and issues.
• Maintain awareness of call metrics and strive for quality interactions.

Skills

Verbal & written communication

Problem-solving

Time management

Organization

Windows proficiency

Education

Bachelor’s degree preferred

Equivalent experience

Tools

Genesys Telephony

Salesforce

NICE

Zoom

MS Outlook

MS Word / Excel

Job description

Fidelity Charitable is seeking a Client Experience Associate to deliver exceptional donor and advisor support from Westlake, TX. You will handle inquiries via phone and web, process account transactions, and troubleshoot issues to ensure a superior customer experience.

Ideal candidates have 1–2 years of telephone service experience and strong communication, problem-solving, and multitasking abilities in a Windows environment. Overtime may be required during peak Giving Season.