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Form of work
SalaryOur client is a leader in impact finance with expertise advising family offices, wealth managers and business owners on impact investing and philanthropy.
The Donor / Client Relations Manager is a public facing donor / client service role.
Client Details
Our client is an independent charity driven by a mission to make philanthropy more convenient and efficient for donors. Our client is affiliated with one of the largest providers of donor-advised funds in the United States and our client's offering allows donors to make irrecoverable charitable contributions, receive immediate tax benefits, and then recommend grants from the fund over time.
For many HNW / UHNW individuals a DAF is an alternative to setting up their own charitable trust or foundation.
Description
- Donor / Client Relations - includes enquiry response and issue resolution, such as answering calls and emails from donors, advisors, and charities
- Donor / Client Administration - includes onboarding activities such as DAF account opening, forms processing, and contribution matching
- Designated Funds - The role will also manage the Designated Fund service, which will require liaising directly with donors and charities
- Setting Up Donor / Client Relations Department (Leadership)
- Establish and document specific work procedures and processes for the Donor / Client Relations and Donor / Client Administration functions
- Liaise and align with the Grants team, Operations team, and Development team
- Donor / Client Administration (Service Delivery)
- Act as a subject matter expert on DAF account set up, management and contribution processing
- Open new accounts and verify that all data and documentation is complete, verified, and accurate
- Assist with account updates and contribution error processing when they occur
- Support the Operations department who are accountable for processing gift receipts and all cash, security, and other contributions into DAF accounts from donors
- Donor / Client Relations (Query Management)
- Communicate with donors and financial advisors, as necessary, to resolve issues, address enquires and provide general support
- Act as first point of contact for inbound calls and emails from donors, advisors, and charities. This will evolve into a call centre in the longer term
- Oversee case management within Salesforce for inbound enquiries to ensure timely resolution of outstanding issues
- Provide reports and analysis on call, email, and case management activities
- Designated Funds (Development Support)
- Respond to inbound enquires on our client's single gift Designated Fund service
- Clearly articulate the Designated Fund proposition to donors, their advisors, and charities
- Provide direction and communication to Development, Operations, and Grants teams so that donor and advisor queries are answered in a timely, efficient, and knowledgeable manner
- Ensure the completeness of data within NPT systems, which includes Stellar and Salesforce
- Provide analysis on a timely basis to ensure appropriate metrics are being met, and identify any trends, recurrent issues, or other relevant matters
- Provide continual evaluation of processes and procedures, and suggest methods to improve area operations, efficiency, and service to both internal stakeholders and external donors, advisors, and charities
Profile
- Bachelor's degree or equivalent professional experience
- Strong communication proficiency with exceptional oral and written etiquette
- Customer and client focus with the ability to interact professionally with institutional partners (e.g. private banks), high / ultra-high net worth individuals, as well as develop and maintain good relationships with colleagues across the organisation
- Passion for philanthropy and the need to make giving more effective for donors / clients
- Previous experience working with professional advisors
- Leadership, organisational, and time management skills
- Problem solving and analysis skills
- Detail oriented, capable of multi-tasking in a daily, deadline driven department, while keeping others well-informed
- Ability to take initiative, anticipate needs and exercise independent, sound judgement
- Self-motivated and self-directed with a strong work ethic
Job Offer
Our client is looking to pay north of £65k through to £75k dependant on experience.
I look forward to hearing from you.
