Customer Operations Associate
DonateStock
Customer Service, Operations
United States
Posted 6+ months ago
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.