Senior Operations Specialist

  • Full-time

Company Description

Network for Good is a Certified B Corporation in growth mode. We are a Software-as-a-Service (SaaS) social enterprise that helps nonprofits raise more money online with our affordable, effective, and innovative online fundraising software and training programs. Since 2001, more than 100,000 charities have raised over $1 billion dollars through the Network for Good platform.

Job Description

Network for Good is seeking an experienced payment specialist with excellent communication skills.  The Senior Operations Specialist provides critical support for Network for Good’s core mission – unleashing generosity! We process over $200M in donations annually, and our Senior Operations Specialist ensures that the donation funds are routed seamlessly to the target charities. This individual is responsible for all aspects of donation grant disbursement to charities.

Primary Responsibilities:

• Vet direct deposit applications and work with charities to ensure correct and complete submissions.

• Research charity payment addresses quickly and accurately.

• Perform basic financial reconciliation activities (e.g. verify deposits) to confirm grant funding availability.

• Handle large volumes of check and direct deposit payment exceptions with high accuracy.

• Respond promptly and courteously to economic sanctions screening (OFAC) inquiries for quicker resolution.

• Research and resolve payment issues to the satisfaction of our non-profit customers.

• Provide day to day customer support: assist donors and nonprofits with donation and grant issues using knowledge of our online giving system, banking policies and rules, etc.

• Make recommendations and document enhancements to the procedures and policies related to grant processing.

Secondary Responsibilities:

• Review and respond to credit card retrieval requests and chargebacks in a timely and accurate manner to minimize unnecessary losses.

• Proactively identify potential enhancements to our online giving system and administrative applications to deliver a superior service to our end users.

• Help troubleshoot and report technical issues with in-house applications.

• Configure and distribute donor and non-profit notifications via Outlook mail merge or other email marketing tools.

• Leverage awareness of customer needs derived from support inquiries to work with technical staff to improve training material and help guides.

• Perform User Testing on new system development.

Qualifications

• Bachelor’s degree or equivalent experience with 3-5 years working in accounting, finance, or operations. 

• Significant exposure to payment management via check and/or ACH.

• Excellent written and verbal communication skills. Professional and courteous phone manner.

• Excellent PC skills, including strong knowledge of MS Excel, Word, and Outlook.

• Ability to multi-task effectively.

• Ability to achieve and maintain a high level of customer service and prompt resolution of issues.

• Individual should be self-motivated and have good attention for detail, completing assigned tasks efficiently with minimal supervision.

• Knowledge of philanthropic sector, donation processing, or donor advised funds desirable.

• Experience with credit card processing and dispute processes a plus.

• Extensive knowledge and expertise of salesforce.com and email marketing software a plus.


Additional Information

Candidates submitting an application must have legal authorization to work in the United States.