Sponsor Donor Processing Associate II

About the role

As a Sponsor Donor Processing Associate, you will play a critical role in how Compassion cares for its supporters. You will respond to and resolve sponsor and donor inquiries, providing information, communication, and service within a contact center environment. This role involves processing donations, managing cases, handling exceptions, and updating accounts and commitments received through various channels – including inbound phone, mail, email, chat, and case submissions. On occasion, you will also initiate outbound communication with sponsors and donors to clarify financial transactions, account details, donation methods and designations, and commitment information. These interactions typically follow automated workflows and exception resolution procedures. In addition, you will maintain accurate financial records and sponsor/child relationships within accounts. This includes allocating donations and commitments to the appropriate funds, reconciling donations, and preparing daily bank transaction transmissions as needed. Beyond transactional responsibilities, you will educate sponsors about Compassion’s child development programs, fostering sponsor satisfaction and loyalty. You will be expected to deliver exceptional service to both internal and external contacts, handling sensitive child-related information with care and discretion.

Responsibilities

• Maintain a personal relationship with Jesus Christ.
• Be a consistent witness for Jesus Christ, maintaining a courteous, Christ-like attitude in dealing with people within and outside of Compassion, and faithfully uphold Compassion’s ministry in prayer.
• Act as an advocate to raise the awareness of the needs of children.
• Understand Christ’s mandate to protect children.
• Commit to and prioritize child protection considerations in all decision-making, tasks and activities across the ministry.
• Abide by all behavioral expectations in Compassion’s Statement of Commitment to Child Protection and Code of Conduct.
• Report any concerns of abuse, neglect or exploitation of children through Compassion’s internal reporting process and appropriately support responses to incidents if they occur.
• Uphold and engage in Compassion’s core Cultural Behaviors.
• Receive training to ensure competence for all Associate Level II tasks and functions, as well as specialized financial transactions and resolution, detailed customer account maintenance, and specialty account processing.
• Provide back up and support on a regular basis.
• Receive and/or respond to contacts, verbally and/or in written form (as applicable) from sponsors, fielding questions regarding numerous areas related to Compassion, sponsor accounts, country/child information, general information, and/or other ministry related information.
• Initiate and maintain a high volume of regular sponsor accounts.
• Research and resolve account problems, escalating to senior associates when needed.
• Determine best pairings for sponsor-requested product and commitment levels, link sponsor to children and products in computer system.
• Research and resolve journal entry errors or problems from personal