Donor Services Assistant

Role Overview

The Donor Service Assistant serve as one of the primary points of contact for our donors, helping answer their questions, solve their problems, and facilitate their donations as well as participates in the development of messages for donors about MSF’s programs and policies.

Department Accountabilities

• Prospecting: Pursue strategic opportunities in coherence with MSF-USA´s strategy, that create long-term value for the movement by identifying and developing new audience segments or donors for its mission.
• Donor Cultivation, Engagement and Management: Build trust and loyalty with potential and existing donors. At the simplest level, update donors on activities. At a more complex level, build long-term relationships with key donors and key donor segments. Take overall responsibility for designing, developing, and delivering the donor engagement strategy. May be through channels or through personal relationships.
• Fundraising: Secure reliable, sustainable and efficient resources in alignment with MSF-US commitments.
• Brand Positioning: Drive awareness and consideration through brand positioning based on the brand strategy and implement brand plans.
• Best-in-Class Fundraising Systems And Capabilities: Deploy and champion the latest technological systems and capabilities that push the boundaries of what Development can produce for its donors.

Role Specific Outcomes

• Donor Relationship Management: Answer calls, emails, and mail inquiries to allocated donors and prospective donors to maintain and strengthen existing relationships. Act as a first point of contact for resolving customer queries and complaints.
• Data Management: Manage basic aspects of the data management system with guidance from senior colleagues. This includes being responsible for developing or operating basic elements of the data management systems to deliver prescribed outcomes.
• Internal Relationship Management: Build effective working relationships within the internal client organization and contribute to the management of the partnering relationship, delivering high-quality professional services within established routines or as part of an agreed project.
• Administration: Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.

Complexity And Problem-solving Skills

• Operates as a recognized expert to shift into and out of a mental mindsets associated with assessing the facts and circumstances of the current situation and/or environment and making the appropriate/innovative adjustments to thinking and work habits to thrive in any scenario. Typically known as a subject matter authority.
• Applies expertise to act as an authority to accurately identify and understand the key donation influences pertaining to an opportunity.
• Applies expertise to act as an authority to quickly and effectively establish trust within the client’s organization.
• Applies expertise to act as an authority to orient MSF-USA around delivering to the key needs of their donors.

Behavioral Competencies

• People Focus: Builds strong relationships and delivers solutions geared to aiding others. Solicits feedback and data; conveys a clear understanding of the level of service the team is providing; takes action when standards are not met by team; aligns processes with organizational needs.
• Manages Complexity: Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Consistently looks at complex issues from many angles; obtains a rich and deep understanding; swiftly cuts to the core issue; skillfully separates root causes from symptoms.
• Global Perspective: Takes a broad view when approaching issues, using a global lens. Shows global thinking at work; adjusts organizational practices to meet the unique needs of different regions or countries. Uses a broad perspective when addressing issues and challenges.
• Cultivates Innovation: Creates new and better ways for the organization to be successful. Approaches professional work in unique or innovative ways. Offers original ideas. Appreciates others' creative ideas and solutions and provides helpful input to enhance them.
• Drives Results: Consistently achieves results, even under tough circumstances. Regularly pushes self to achieve outstanding outcomes; consistently establishes bold goals for own performance; is passionate about excellent results and significant contributions. Shows great tenacity to complete goals/initiatives in a timely way.
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives. Readily involves others to accomplish goals; stays in touch and shares information; discourages "us versus them" thinking; shows appreciation for others' ideas and input.
• Values Differences: Recognizes the value that different perspectives and cultures bring to an organization. Confronts stereotyping and offensive comments promptly. Consistently behaves with great sensitivity toward differences in cultural norms, expectations, and ways of communicating.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. Listens attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing.
• Instills Trust: Gains the confidence and trust of others through honesty, integrity, and authenticity. Models honesty and authenticity and encourages others to be up front with one another. Demonstrates reliability and places a strong emphasis on the team meeting its commitments. Fairly represents others' positions.
• Manages Ambiguity: Operates effectively, even when things are not certain or the way forward is not clear. Responds effectively to unclear situations, seeks to resolve ambiguity and make progress. Seeks guidance on how to adapt to changes, responds with appropriate composure and effectiveness.
• Situational Adaptability: Adapts approach and demeanor in real time to match the shifting demands of different situations. Serves as an example of adaptability and provides guidance and support to help others adapt to new situations. Considers the needs of clients, constituents, and the organization; shifts priorities appropriately.

Technical Competencies

• Plans and Aligns: Planning and prioritizing work to meet commitments aligned with MSF-USA goals.
• Financial Acumen: Interprets and applies understanding of key financial indicators to make better business decisions.
• Tech Savvy: Anticipating and adopting innovations in organizational digital and technology applications.
• Data Collection and Analysis: The ability and skill to determine and analyze trends from data that is collected to assist in compiling reports that will help in decision-making.
• Project Management Skills: The ability and skill to plan and manage small project work assignments within desired cost, time and quality parameters.
• Presentation And Written Communication Skills: Adapts approach and demeanor in real time to match the shifting demands of different situations. Serves as an example of adaptability and provides guidance and support to help others adapt to new situations. Considers the needs of clients, constituents, and the organization; shifts priorities appropriately.

Desired Qualifications & Experience

• Minimum two years’ administrative experience, preferably in a customer service and/or non-profit environment, plus B.A., or equivalent experience.
• Strong interpersonal, written and oral communications skills.
• Proven administrative skills including keen attention to detail with ability to track multiple projects at one time.

Compensation

$53,702 - $80,554. This role is compensated on an hourly basis and is structured around a 35‑hour work week. In alignment with MSF USA’s compensation framework, new hires are generally offered between the minimum and midpoint of the range based on relevant experience, skills, and internal equity.