Specialist, Donor Care

Position Summary:

Oversees day to day entry and processing of constituent and donor data into CRM in a timely manner with a high degree of accuracy. Works directly with leadership to complete special projects and ensure all work is completed timely and accurately. Work with leadership to update, enforce, and provide input on all processes and procedures within the donor care function. Ensures an exceptional level of customer service is provided to donors, general public and chapters.

Knowledge and Abilities:

• Exhibits exceptional customer service skills; ability to work professionally with external partners, chapters, and all levels of staff.
• Excellent organizational skills and attention to detail, with strong ability to plan, prioritize and multi-task in order to adhere to deadlines.
• Keen understanding of fundraising, gift types and how operations support a culture of philanthropy.
• Ability to manage large volumes of data entry on an ongoing basis.
• Exceptional written and verbal communication skills.
• Ability to handle highly confidential and sensitive information.

Duties & Responsibilities:

• Responsible for training and management of external vendor partners, ensuring accuracy and timely completion of tasks.
• Serves as primary point of contact for outsourced customer service agent; answers questions and manages escalated issues, questions and concerns.
• Performs and oversees data entry, importing and processing of donor information, donations, and gift batches, into enterprise CRM ensuring accuracy of donor information and gift coding.
• Leads whitemail and ACH gift batch entry, review and processing in CRM. Manages process improvements in these areas.
• Enters requisite donor data; relationship, gift reference, contact, and solicitation information. Performs clean-up of donor and gift data as needed.
• Ensures returned mail and matching gift request forms are process appropriately and in a timely manner.
• Completes complex helpdesk tasks in a timely and accurate manner, ensuring the highest level of customer service for donors, chapters and the general public.
• Guarantees that all service level agreements are met and assesses chapter needs to achieve satisfaction.
• Assists with the tracking and distribution of funds to Make-A-Wish Chapters.
• Assist in creating, updating, and implementing new Standards of Use (SOUs) or Standard Operating Procedures (SOPs); update Donor Care Manual as needed.
• Completes and stays up to date with the latest trainings and best practices.
• Leads team in process improvement for the following activities: importing; donor acknowledgement; gift coding, batching, and general data entry; NetSuite integration; monthly reconciliation; special gift procedures (stock, pledges, matching gifts).
• Leads training of internal teams and chapter staff on data entry, management and cleanup best practices.
• Manages, performs and trains others in routine data cleanup tasks to maintain data integrity enterprise wide.
• Assist other teams with Fundraising initiatives as needed.
• Performs other related job duties, as assigned.

Qualifications:

• Bachelor’s Degree or equivalent experience in related field required.
• Working knowledge of nonprofit organizations is required.
• 2 or more years of experience required, with 1-2 years of experience in non-profit environment preferred.
• Strong experience working with Microsoft Excel required.
• Experience with Salesforce NPSP software required.
• Minimum 1 - 2 years of customer service or donor-facing experience is preferred.

Working Environment:

• Ability to thrive in a remote environment.  
• Some travel required, up to 10%.  
• May occasionally require work outside of the traditional Monday through Friday work week. This includes weekends and early evening weeknights.