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    Accounts and Relationships Manager - London, United Kingdom - Michael Page (UK)

    Michael Page (UK)
    Michael Page (UK) London, United Kingdom

    2 days ago

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    Description
    Our client is an independent charity driven by a mission to make philanthropy more convenient and efficient for donors.

    Our client is affiliated with one of the largest providers of donor-advised funds in the United States and our client's offering allows donors to make irrecoverable charitable contributions, receive immediate tax benefits, and then recommend grants from the fund over time.

    For many HNW / UHNW individuals a DAF is an alternative to setting up their own charitable trust or foundation.

    Donor / Client Relations - includes enquiry response and issue resolution, such as answering calls and emails from donors, advisors, and charities
    Donor / Client Administration - includes onboarding activities such as DAF account opening, forms processing, and contribution matching
    Designated Funds - The role will also manage the Designated Fund service, which will require liaising directly with donors and charities
    Act as a subject matter expert on DAF account set up, management and contribution processing
    Open new accounts and verify that all data and documentation is complete, verified, and accurate
    Assist with account updates and contribution error processing when they occur
    Support the Operations department who are accountable for processing gift receipts and all cash, security, and other contributions into DAF accounts from donors
    Donor / Client Relations (Query Management)
    Communicate with donors and financial advisors, as necessary, to resolve issues, address enquires and provide general support
    Act as first point of contact for inbound calls and emails from donors, advisors, and charities. This will evolve into a call centre in the longer term
    Oversee case management within Salesforce for inbound enquiries to ensure timely resolution of outstanding issues
    Provide reports and analysis on call, email, and case management activities
    Clearly articulate the Designated Fund proposition to donors, their advisors, and charities
    Ensure the completeness of data within NPT systems, which includes Stellar and Salesforce
    Provide analysis on a timely basis to ensure appropriate metrics are being met, and identify any trends, recurrent issues, or other relevant matters
    Provide continual evaluation of processes and procedures, and suggest methods to improve area operations, efficiency, and service to both internal stakeholders and external donors, advisors, and charities
    Bachelor's degree or equivalent professional experience
    Customer and client focus with the ability to interact professionally with institutional partners (e.g. private banks), high / ultra-high net worth individuals, as well as develop and maintain good relationships with colleagues across the organisation
    Leadership, organisational, and time management skills
    Problem solving and analysis skills
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