Associate IV - Donor Account Processes

About the role

At ALSAC you do more than make a living; you make a difference. We embrace diverse backgrounds, perspectives, and a desire to create impact. As a global nonprofit dedicated to curing childhood cancer at St. Jude Children’s Research Hospital, we seek game-changers, innovators, and visionaries to join our team. This role supports departmental leadership by scheduling and distributing work, processing donations using proprietary software, and ensuring production and quality standards are met.

Responsibilities

• Donor & Internal Communication (Service)
  • Use strong active listening and interpersonal skills when communicating with donors, volunteers, and employees.
  • Convey information clearly and concisely; ask effective open-ended questions to gather needed information.
  • Accurately collect data required to complete transactions or account updates.
  • Support multiple programs and fundraising initiatives simultaneously.
• Data Entry & System Navigation (Data Integrity)
  • Enter, update, and maintain accurate donor account information across multiple systems.
  • Navigate the organization’s proprietary CRM and related platforms to process transactions and maintain data accuracy.
  • Fully document donor and volunteer interactions, notes, and transactions.
  • Maintain PCI compliance and adhere to all ALSAC policies and procedures.
  • Protect the integrity and confidentiality of all donor data.
• Donor Experience
  • Deliver a superior donor experience in every interaction, including handling transactions and inquiries.
  • Represent the values and brand of St. Jude Children’s Research Hospital in all donor and volunteer communications.
  • Build donor loyalty and tailor service to each individual’s relationship and history with the organization.
  • Maintain knowledge across multiple programs, systems, and processes.
• Donation Processing & Control Functions (Control & Auditing)
  • Use a high level of concentration and understanding of donor account processes to complete donation processing, adjustments, deposit balancing, and controls.
  • Correct errors in file uploads and perform additional donation processing tasks as needed.
  • Monitor batch processing daily and communicate delays to management.
  • Utilize reporting systems to create batch and transaction reports.
  • Complete all assigned gift processing tasks efficiently to meet departmental SLAs.
  • Operate scanners and prepare materials for processing.
• Production & Quality Standards (Control & Auditing)
  • Meet established production and quality goals as outlined in DAP policies and procedures.
  • Ensure timely processing of all received donations to maintain SLA commitments.
• Research & Issue Resolution (Research)
  • Independently research and resolve donor issues in a timely manner.
  • Communicate with internal departments, banks, and external vendors to resolve inquiries.
  • Use SQL queries as needed to troubleshoot data issues and support testing of new systems, processes, and procedures.
• Trend Monitoring (Monitor Trends)
  • Interpret reports and review various workstreams to ensure timely receipt, processing, and release of work.
  • Identify trends and take appropriate action to resolve concerns.
• Reconciliation & Reporting (Data Integrity)
  • Apply strong critical thinking and attention to detail to reconcile files and records.
  • Verify that all work received has been processed and that batches are released appropriately.
  • Provide daily status reports to management and escalate delays as necessary.
• Data Analysis & Reporting (Analysis)
  • Analyze data to provide insights into donor programs and behaviors.
  • Prepare reports and presentations for audiences at all levels of management.
• Participate in User Acceptance Testing (UAT) and serve as a backup to the DAP Supervisor as needed.

Requirements

• Knowledge, Skills & Abilities
  • Strong understanding of general arithmetic.
  • Ability to speak and write clearly for both donor communication and internal coordination.
  • Ability to understand complex verbal and written instructions from donors and other stakeholders.
  • Strong customer service skills with a focus on quality and accuracy.
  • Effective organizational skills.
  • Proficiency with database maintenance and word processing software.
  • Typing proficiency and comfort navigating between multiple systems.
• Education & Experience
  • Bachelor’s degree in Business Administration and 2 years of customer service or related experience, or
  • 5 years of recent customer service or account management experience in lieu of a degree.

Schedule

Hybrid (onsite + remote)

Benefits

The following benefits apply to full-time roles only.

• Core Medical Coverage: low-cost, low-deductible medical, dental, and vision insurance plans
• 401K Retirement Plan with 7% employer contribution
• Exceptional paid time off
• Maternity / paternity leave
• Infertility treatment program
• Adoption assistance
• Education assistance
• Enterprise learning and development