Team Lead, NPO Outreach Analyst IV

Job Description:NPO Outreach Analyst IVThe TeamThe NPO Outreach Team works with nonprofits to ensure they quickly and securely receive grants through electronic funds transfers. The team works directly with nonprofits to help them enroll in the program and collaborates with other service delivery organizations to communicate with and support nonprofits. Our work is critical to moving the organization and our grantmaking to digital payment methods.Note: Fidelity is not providing immigration sponsorship for this positionThe Expertise We’re Looking ForBachelor’s degree and 3+ years of experience in customer service or service operations (including experience with people management or supervision) or equivalent work experienceDemonstrated ability to lead and mentor associates in a dynamically changing environmentSuperior organizational, planning, and time management skillsDemonstrated problem solving skillsStrong and effective verbal and written communication skillsProven experience identifying and mitigating areas of riskStrong business acumen and analytical skillsSolid technical aptitude, including a proficiency in all Office products (Microsoft Excel, Word, PowerPoint)Ability to work under pressure and to tight deadlinesMust be able to meet overtime commitmentsWork hours are M-F 8:30 a.m. – 5:00 p.m. CT, with extended hours regularly as neededThe Purpose of Your RoleThe Team Lead will be part of a highly motivated, fast-paced, team-oriented environment and will be expected to help lead the team in work organization, risk management, process improvement, and the achievement of desired business goals and results.The Skills You BringFlexibility and adaptability will enable you to react constructively and with a positive attitude to multiple and shifting priorities, unexpected events and seasonal demands.Analytical-thinking and problem-solving ability will allow you to navigate large data sets to identify trends and root causes.Strong communication and interpersonal skills will drive collaboration with internal and external business partners to help create and implement solutions.Attention to detail and inquisitive nature will be key in helping you problem solve.Demonstrated ability to work in a fast-paced environment, with increased seasonal demands that require flexibility and the ability to multitask.Strong attention to detailStrong focus on the donor and non-profitThe Value You DeliverOversee thousands of EFT enrollments monthly to ensure charitable organizations receive grants quickly and securelyManage daily work distribution to NPO Outreach team associatesMonitor aged work items/queues and follow up to ensure timely transaction processingHandle escalated nonprofit, donor, and/or advisor issues with timely follow upCreate and maintain daily and monthly reportingAnswer inbound enrollment-related calls, monitor inbound volumes, and schedule coverageAssist the Manager with the timely completion of team and departmental projectsAssist in ensuring all associates are trained on any changes in policy and procedureCollaborate with Technology/Business Analysts to identify and implement system efficienciesAssist in developing resource requirements, planning and hiring in preparation for Giving SeasonDevelop and maintain strong and effective business relationships with senior level internal and external business partnersDevelop an effective team by acting as liaison between associates and manager, and implementing initiatives to improve team effectivenessCoach associates to successfully achieve department and individual career goalsCertifications:Category:Client ServicePlease be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.