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.

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.
• Led white-mail 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.
• Safeguards returned mail and matching gift request forms are processed 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.
• Aid 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.
• Aid other teams with Fundraising initiatives as needed.

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.