Philanthropic Consultant I
Malvern, PA, United StatesYesterday
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Skills
customer service
About the role
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 consultant I 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
- None required.
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).