What are the responsibilities and job description for the Associate Director, Donor Support position at AMERICAN ENDOWMENT FOUNDATION?
Job Details
Description
ABOUT AEF
Established in 1993, American Endowment Foundation (AEF) is one of the nation’s largest independent donor-advised fund sponsors. AEF is a mission-motivated organization focused on expanding philanthropy led by a people-driven culture that results in a best-in-class client experience.
AEF partners with firms and financial advisors in an unbiased manner to expand philanthropic giving through donor-advised funds. At AEF, you can think of a donor-advised fund as a charitable account. We work with financial advisors and their donors to establish and administer AEF donor-advised fund accounts with the goal of increasing the amount granted to our donors’ causes and charities.
POSITION SUMMARY
The Associate Director, Donor Support is the leader of the donor support and is responsible for leading a team of associates and the administrative positions. The leader will implement strategic objectives communicated by the Senior Director, Client Experience to provide our donors with a service experience that they expect and appreciate, resulting in service satisfaction and retention. The Associate Director, Donor Support will be responsible for building and training the team, assigning work, and evaluating individual and team performance. Donor associates are a collaborative service team, responding to the needs of donors and financial professionals in a timely fashion with a strong emphasis on personalized interactions and industry acumen. It is their responsibility to ensure that donors see AEF as a valued partner in supporting their philanthropic goals and that donors understand how to work with AEF throughout the life of their donor advised fund
ESSENTIAL RESPONSIBILITIES
- Lead the Donor Support Team and the Administrative team to achieve departmental goals and objectives by communicating team objectives, performance expectations, and holds employees accountable to ensure operational efficiency and adherence to policies and procedures.
- Evaluate staffing needs to implement objectives and recommend staffing additions or changes as needed.
- Work with the Senior Director, Client Experience in implementing strategic objectives related to donor satisfaction and retention by assisting in the development of processes and reports, guide team to resolve service-related issues, and manages the workflow and assignments of the team to meet the team’s objectives.
- Identifies opportunities for improvement, in process, technology and performance by reviewing and assessing quality of service experience.
- Understand, analyze, and address issues related to onboarding new donors and providing responsive service to existing advisors.
- Maintain relationships with donors throughout the life of their donor advised fund and investment account by providing responsive service (provides direct service as needed in response to volume and/or staffing capacity).
- Answers incoming calls from donors and financial professionals regarding existing donor advised funds; including phone coverage as needed.
- Educates donors on AEF business model, including website, and use of AEF’s online portal.
- Assists donors and financial professionals with administration of their fund such as change in advisors, successor, death/divorce, gifting and granting.
- Supports internal operations team and development team in managing program requirements with reach out to donors as needed.
- Performs other tasks as assigned by the Senior Director.
Qualifications
SKILLS AND QUALIFICATIONS
- Bachelor’s degree required
- 4 or more years of experience in related field
- 3 or more years of experience leading a team
- Basic understanding of personal finance and investment industries preferred
- Salesforce or equivalent CRM experience
- Superior interpersonal skills, organizational and client service skills
- Strong analytical skills with high attention to detail and accuracy
- Intermediate MS Office knowledge and experience
- Possess a high level of professionalism and interpersonal skills to handle sensitive and confidential situations, including ones that require immediate attention
- Comfortable and confident speaking with donors, financial advisors, and all other external constituents including for complex issue
