CAF America

Compensation

Full Description

JOB POSTING Job Title: Coordinator, Client Experience Department: Client Engagement Reports to: Assistant Director, Client Engagement Who We Are: For over 30 years, CAF America has been a leader in enabling cross-border giving to validated charities and charitable projects across the world totaling more than $1 billion. We enable our donors to make strategic, cost-effective, and tax-advantaged gifts through our vetted network of more than 1.9 million charitable organizations in 135 countries, all while reducing the risk, reputation exposure, and administrative burden associated with cross-border giving. At CAF America, we pride ourselves on creating a positive working environment and culture that values all team members’ experience and voices and represents the society we serve. We want to attract, retain, and develop the best of talent at all levels, and provide a leading and great place to work, where every voice matters. Summary: The Coordinator, Client Experience plays an integral role in the front-line coordination of client inquiries. Reporting to the Assistant Director, Client Engagement, this position supports inbound engagement by assessing inquiry type, determining next steps, routing requests to the appropriate internal team, and updating systems as necessary. Responsibilities may include, but are not limited to, providing general product information, supporting existing clients, or coordinating referrals to ensure timely resolution. This role also supports the implementation of strategic operational and process improvement initiatives. Duties and Responsibilities: • Serve as a member of the primary contact team for all inbound inquiries, including both prospects and recurring business, through various channels including phone and email and provide prompt responses. • Address customer issues, finding solutions, escalating as appropriate and ensuring timely communication and resolution. • Communicate with internal departments (e.g. Finance, Grants, Compliance) to facilitate the donor journey by successfully routing customers to colleagues and resolving issues promptly. • Maintain donor records, coordinate resources, lead data collection, enhance service efficiency, and improve processes. Contribute to grantmaking readiness elements such as due diligence, donor requirements and validation process initiation. • Coordinate logistics for customer meetings and engagement, including the promotion of CAF America initiatives. • Support team initiatives, strategic projects, process optimization and collaborate across Philanthropic Services to expand departmental capacity and impact. • Support donor and charity partner communications by preparing standard activity confirmations, responding to basic inquiries, and escalating complex issues appropriately. Qualifications: • Must be eligible to work legally in the United States • Associate's degree or equivalent combination of education, training, and experience. Computer/Software Experience: • Salesforce • MS Teams • MS Office To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily, with or without accommodation. If you require accommodation to perform these essential functions, please contact the Human Resources Department. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Your health and wellness are important to us. CAF America offers a comprehensive benefits package which includes 100% paid premium for Employee Medical, Dental and Vision insurance along with a Health Savings Account (HSA), Life Insurance, Accidental Death and Dismemberment Insurance, Short- and Long-Term Disability, 401k program with up to 15% match, Employee Assistance Program (EAP) and robust Time Off programs. Annual Salary Range: $54,000 - $57,000