Client Information Specialist, Operations

Position Overview

Foundation Source cannot deliver its philanthropic, administrative, accounting, tax, and compliance services without complete and timely data about each private foundation client’s giving, investments, and assets. Getting that information — and clearing what stands in its way — is the purpose of this role. This is a temporary, hourly, full-time remote assignment created to work down a defined backlog of open client items and complete a time-bound outreach effort. 

The primary measure of success is closing the open items that must be resolved before a client’s annual tax return (Form 990-PF) can be prepared and filed. You will drive resolution of the open client issues tracked on the PCA and Analyst dashboards, prioritizing 990-PF blockers; conduct time-sensitive outreach, including the Webster Bank to US Bank account migration; and improve the processes, service-level agreements (SLAs), and tools behind this work. 

The pace is fast and the work depends on proactive follow-up, so ramping quickly matters: the right person absorbs our systems, terminology, and priorities within the first few weeks and starts reducing open items soon after. They are technically strong, project-management oriented, and data-driven, with the judgment to know which items take priority in each phase of the annual cycle — including but not limited to estimated tax, MDR, and billing — so the SLAs governing financial activity, account completion, and tax readiness are consistently met. 

Key Responsibilities & Percentages:

Open Issues Management for 990-PF Readiness (35%)

• Drive the open client-information items on the PCA and Analyst dashboards down to zero for each foundation, so its Form 990-PF can be prepared and filed on time 
• Treat 990-PF blockers as the highest-priority queue: identify the items standing between each account and tax-return readiness and close them ahead of filing and extension deadlines 
• Resolve PCA-tagged items, including outstanding questionnaires, questionnaires with issues, missing donor information, missing cost basis, pending transfers in (XIN) and out (XOUT), missing statements, outstanding K-1s, and missing valuations 
• Support Analyst-tagged items that require client input, including account and tax reconciliations, 990-PF differences, purchased interest, miscellaneous credits, unamortized bond premiums, and Part III adjustments 
• Prioritize open items first by 990-PF readiness, then by seasonal deliverable (including but not limited to estimated tax, MDR, and billing seasons), complexity, and deadline, driving week-over-week reductions across the PCA and Analyst groups 
• Partner with PCAs, Analysts, and service teams to obtain the information needed to move each foundation to “Ready” status for tax-return preparation 
• Facilitate recurring open-issues meetings with PCAs and Analysts to confirm SLAs are met and items close on time, escalating to management when outreach stalls 

Client Information Gathering & Communication (35%)

• Reach out to clients and colleagues for statements, valuations, K-1s, and other data so the next step in a process can proceed 
• Assist team members and identify solutions for situations in which clients are hard to reach 
• Partner with department leaders to organize and resolve day-to-day operational matters and ensure client-service delivery goals are met 
• Ensure regular meetings and collaboration between departments and coordinate communications and inter-departmental tasks 
• Troubleshoot with teams and individual team members when client data is missing 
• Meet the firm’s responsiveness standards — acknowledge requests within 24 hours, provide support or escalate within 48 hours, and keep the assigned PCA copied on client and advisor outreach 
• Assess and improve the tools and processes behind client-information gathering, including automated emails, annual tax questionnaires, and client financial activity  

Client Outreach – US Bank Account Migration (20%)

• Contact assigned clients to communicate and confirm their new US Bank account details as part of the Webster Bank to US Bank migration 
• Conduct all account-detail outreach through secure channels only — by phone or encrypted email — given the sensitivity of banking information 
• Verify, record, and securely handle updated account information, confirming accuracy before it is entered into our systems 
• Track outreach and confirmation status for each client and follow up promptly with non-responsive clients until migration details are confirmed 
• Coordinate with Client Operations and Client Services so updated details flow correctly into disbursements, payments, and reconciliations 

Reporting, Tracking and Documentation (10%)

• Use data analytics and the PCA and Analyst dashboards — rather than ad hoc lists and reports — to track resolution of open client matters, information gathering, project performance, and SLAs 
• Report on the count and aging of 990-PF-blocking items by foundation and on team performance, with concise updates, outcomes, and recommendations to department leaders 
• With department leaders, document client-information-gathering and open-issue resolution processes, and leave a clean handoff of work in progress at the end of the assignment 

Desired Knowledge, Skills & Abilities:

• Excellent at prioritization, able to pivot between deliverables during peak seasons and judge which open issues can wait and which cannot 
• Familiarity with service-level agreements and the discipline to drive teams and clients toward them, influencing peers and managers without direct authority 
• Project-management experience, ideally in a business-services sector 
• Exceptionally well-organized, with a track record of structuring workflows that improve efficiency and clarity for the team 
• Strong oral and written communication skills, able to convey complex information clearly and persuasively and to gain buy-in from a range of stakeholders 
• An effective listener, able to understand and address the concerns of colleagues and stakeholders 
• Strong discretion and sound judgment when handling sensitive client information, including bank account details, using secure channels such as phone or encrypted email 
• Adaptability and learning agility; absorbs and retains new knowledge and acquires basic familiarity with all departments and deliverables 
• Ability to research, source information, and work self-sufficiently 
• A continuous-improvement mindset, able to identify issues and propose solutions across teams 
• Technical proficiency, with mastery of essential software such as Microsoft Outlook, Excel, and Word, working knowledge of Salesforce, and the ability to leverage technology to improve organizational processes 
• Ability to learn home-grown and proprietary systems quickly, becoming self-sufficient in internal platforms and dashboards with minimal hand-holding 
• Comfort with temporary, project-based work; available for the full assignment and productive from the first weeks without extended onboarding 
• Prior experience in a temporary, contract, or seasonal capacity — particularly on backlog-reduction, migration, or busy-season support engagements — is a plus 
• Bachelor’s degree preferred, ideally in a field related to business, management, or operations 
• Other duties as assigned. This job description does not create an employment contract, implied or otherwise, other than an “at will” relationship. 

Job Requirements for Remote Work Environment:

• Dedicated Workspace: Must have a home office or workspace that is free of distractions and interruptions to ensure productivity and focus during work hours. 
• Reliable Internet Connection: High-speed internet is required to support video conferencing, file sharing, and other work-related technology needs. 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate. 

An Equal Opportunity Employer:

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.