JOB SUMMARY
The Philanthropic Consultant I provides high-quality customer service to donors, professional advisors, and prospects through phone and written communication. This role emphasizes accuracy, efficiency, and empathy while delivering consistent, scalable service experiences. The associate serves as a frontline ambassador for Vanguard Charitable, ensuring issues are resolved timely, appropriately, and in alignment with internal policies and service standards.
ESSENTIAL JOB FUNCTIONS
- Manage a high volume of daily donor interactions via phone and written channels, ensuring timely, accurate responses that meet established service level agreements. (25%)
- Document, track, research, and resolve donor inquiries and issues using automated systems, minimizing resolution time and enhancing client satisfaction. (20%)
- Monitor donor account activity and proactively communicate updates, statuses, and next steps as appropriate. (15%)
- Assess unique or complex client requests, recommend approved solutions, and escalate matters to senior team members when necessary. (15%)
- Deliver professional, empathetic service through active listening and clear communication, representing Vanguard Charitable’s brand, values, and integrity in all interactions. (10%)
- Ensure compliance with internal business policies, procedures, and applicable external regulations; maintain working knowledge of internal departments, resources, and workflows. (10%)
- Participate in team meetings, required trainings, special projects, and collaborative activities to support team effectiveness and continuous improvement. (5%)
QUALIFICATIONS
Education & Training
- Bachelor’s degree required, or an equivalent combination of training and experience.
Licensure & Certification
Knowledge, Skill, and Ability
- Skilled in providing customer service to high-net-worth individuals and professional advisors.
- Able to communicate clearly and professionally through phone and written correspondence.
- Able to manage time effectively while handling multiple priorities with strong attention to detail.
- Skilled in active listening, problem solving, and delivering positive client experiences.
- Able to work independently with minimal supervision in a fast-paced, service-oriented environment.
- Flexible and adaptable to changing processes, priorities, and work environments.
Experience
- Minimum of two years of experience in a related field such as a community foundation, donor-advised fund, or nonprofit organization.
- Financial markets and/or charitable giving experience preferred.
- Be clear on what is required to perform the job and what is preferred (not required).
