Giving Solutions Spec

FUNCTION: The Giving Solutions Specialist serves as the subject matter expert (SME) for TouchPoint Giving and related financial offerings, guiding clients through implementation, training, and support. This role partners with sales, product, and consulting teams to deliver services on time, lead clients through processes, such as giving gateway setup and vault transfers, and acts as the primary liaison between clients and internal departments to ensure a smooth and successful experience.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

1. Serves as the subject matter expert (SME) for client-contracted services related to TouchPoint Giving and TouchPoint's financial service offerings. Develops a thorough understanding of each client's business model to design and execute an effective implementation plan.
2. Partners with sales leadership to execute contracted services on schedule, maintaining accurate updates, notes, and documentation within the company's project management system (e.g., Salesforce, Asana).
3. Monitors project timelines and proactively communicates risks or delays to internal teams and management.
4. Guides clients through the setup of Giving Gateway, including:
   
   
   
   1. Requesting financial information for cost-benefit analysis,
   2. Developing rate structures,
   3. Securing required documentation,
   4. Connecting gateways,
   5. Overseeing creation of giving pages, and
   6. Providing payment processor access.
   
   
   
   
5. Leads clients through Vault Transfer setup, including:
   
   
   
   1. Educating clients on the process,
   2. Completing required documentation,
   3. Coordinating vault transfer between client and payment processor, and
   4. Managing communications between TouchPoint, the client, and the processor through successful completion.
   
   
   
   
6. Trains and supports existing clients on financial service offerings and TouchPoint Giving.
7. Collaborates with the Product team by sharing customer feedback to shape future financial service offerings.
8. Acts as SME to support sales team on internal and external sales calls.
9. Partners with the consulting and training team as SME on financial service offerings and TouchPoint Giving in consulting projects.
10. Serves as primary liaison between internal TouchPoint departments to ensure smooth client implementations and ongoing support.
11. Acts as the client-facing SME for portal system functionality.
12. Performs other duties as needed or assigned.

SKILLS AND ABILITIES REQUIRED:

1. Strong problem-solving, analytical, and decision-making skills.
2. Ability to work independently with minimal supervision.
3. Proven ability to prioritize and execute tasks in high-pressure environments.
4. Excellent communication skills-listening, verbal, and written-with the ability to engage professionally at all levels.
5. Strong team collaboration skills with the ability to motivate others, foster a positive work environment, and resolve issues constructively.
6. Capacity to analyze problems, gather relevant information, generate options, and recommend or implement effective solutions.
7. Ability to positively influence others to achieve outcomes aligned with organizational goals.
8. Sound judgment in assessing urgency, risks, and priorities, leading to timely, well-informed decisions.
9. Strong organizational skills-able to set priorities, track progress, and manage details across multiple projects.
10. Ability to develop creative solutions and best practices that meet the needs of clients, third parties, and the organization.
11. Above-average proficiency in Microsoft Office applications.

MINIMUM LEVEL OF PREPARATION AND TRAINING NORMALLY REQUIRED:

1. Bachelor's degree in business administration or related field, or equivalent experience.
2. Minimum 3 years of experience managing financial systems, preferably within a faith-based organization.
3. In-depth knowledge of TouchPoint Systems is strongly preferred.