Donor Care Specialist

Role Overview

• 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.
• 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 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.
• 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.

Requirements

• 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.

Benefits

• Comprehensive benefit package, effective day 1: Medical, Vision*, Dental*, Wellness
• Competitive compensation with annual incentive potential
• Health Savings Account and Flexible Spending Account Options
• Health Reimbursement Account fully funded by Make-A-Wish America
• Short Term Disability*, Long Term Disability* and Life Insurance
• Additional Insurance Plans: Accident, Critical Illness, Hospital Indemnity, Pet Insurance through Figo
• 401(k) Retirement Savings Plan with 5% match after one year of service
• Eligibility for student loan forgiveness through the Public Service Loan Forgiveness Program
• The organization will send a laptop, 24” monitor, and a docking station/adaptor to new hires
• Competitive PTO starting at 15 days, with enhanced time off for senior roles
• 10 Sick Days
• 11 Paid Holidays
• 2 Volunteer Days after one year of service
• 2 Personal Days accrued annually
• Parental Leave
• Employee Awards and Recognition Programs
• Individual and Leadership Development
• Discounts and special offers for theme parks, events, hotels, concerts, and movie tickets