Senior Associate, Advisor Support

Description

Position Title     Senior Associate, Advisor Support

Reports to          Associate Director II, Advisor Support  

Classification     Exempt

ABOUT AEF

Make an impact from day one. A career at American Endowment Foundation (AEF) is more than just a job—it’s a chance to make a real difference and be part of something bigger. At AEF, we understand the difference between a workplace and a place where you can truly thrive. We offer a flexible, dynamic environment where your contributions matter, and our people-driven culture fosters inclusivity and collaboration at every level. If you’re ready to be part of an organization that champions innovation, integrity, and impact, we want to hear from you.

Headquartered in Hudson, Ohio, a suburb of Cleveland, AEF is one of the nation’s largest independent donor-advised fund (DAF) sponsors. Not familiar with a DAF? It’s the fastest-growing charitable giving option in the country, enabling individuals to support the causes that matter most to them. AEF is the trusted sponsor that makes it all happen. We proudly serve over 14,000 charitable individuals, nearly 6,000 financial advisors, and 2,500 partnering firms across the financial services industry.

Every day, we go above and beyond to deliver a best-in-class client experience, exceed expectations, and drive positive change. When you join AEF, you’re joining a team committed to making a lasting impact and helping others do the same. Ready to make your mark and be part of something extraordinary? It starts here.

POSITION SUMMARY

The Senior Associate, Advisor Support, is a client service professional who assists financial advisors, their staff, and donors to provide a best-in-class service experience throughout the lifecycle of a donor advised fund (DAF). The individual will be required to communicate clearly in both written and verbal communications, work collaboratively within the organization, share best practices, and aid in the continuous improvement of the services provided by AEF. This individual typically has expertise in active listening, problem-solving, building client rapport, and maintaining client relationships. The role partners with internal AEF teams to resolve issues timely and accurately, often serving as a liaison to support both program requirements and processes. The role is also responsible for providing a service experience where financial advisors see AEF as a valued partner supporting the donors' philanthropic goals.

ESSENTIAL RESPONSIBILITIES

1. Through call center and various written inquiries, provide service solutions and educate financial advisors and their staff on program requirements and processes throughout the lifecycle of donor-advised funds.
2. Professionally resolve inquiries in a timely manner and communicate follow-up, as necessary.
3. Become a subject matter expect in all DAF-related issues, procedures, processes, and systems.
4. Make autonomous decisions on approach in handling service inquiries to ensure that client needs are understood, anticipate outcomes, and set clear expectations to address the request or concern.
5. Collaborate cross-functionally with other team members and departments to resolve inquiries, as necessary.
6. Record and monitor all activity in CRM system.
7. Build upon existing relationships with financial advisors by providing a best-in-class service with the goal of client retention.
8. Complete all special projects as assigned by the Associate Director II, Advisor Support.

Qualifications

SKILLS AND QUALIFICATIONS

• Bachelor's degree preferred
• 3 or more years of experience in the financial services or banking industry preferred
• Experience using Salesforce or equivalent CRM preferred
• Experience in call center service preferred
• Intermediate Microsoft Office skills (Excel, Word)
• Highly organized with strong attention to detail and accuracy
• Excellent written and verbal and interpersonal
• Critical thinking and client service skills
• Patient, professional, positive demeanor, and adaptable to change