Role Description World Vision is hiring a Donor Services Representative Trainee to join the Donor Contact Services team. Participate in a 10 week training program to gain a working knowledge and understanding of the Donor Services Representative position and to perform the essential functions of the job at a level of performance that consistently meets expectations. To learn, understand and develop the skills necessary to acquire and maintain donor relationships through basic inbound and outbound calls in a high-volume call center environment. Serve as a key liaison between our donors and the general public while providing excellent customer service for all World Vision programs including disaster relief, education, health, clean water, and more. This role will personify the ministry of World Vision by carrying out our Christian organization’s mission, vision, and strategies. In doing so, we bear witness to Christ and minister to others through life, deed, word, and sign. - Keep Christ central in individual and corporate life. - Actively participate in and contribute to the spiritual disciplines of the organization (Christian conduct, chapel, prayer, worship, devotions, and leadership of devotions); incorporate WV Core Values into decisions within scope of role. - Develop knowledge of World Vision Programs. - Maintain reliable, regular attendance. Report to work on time and return from breaks and lunches on time. - Under supervision, learn to answer inbound customer service calls and make outbound calls, to current and potential donors in response to all media presentations and World Vision products and services. - Answer incoming calls using an Automated Call Distribution system utilizing a standard script for guidance. - Recognize and respond to up-sell opportunities and actively cross-sell other WV programs when appropriate. - Demonstrate active listening skills necessary to assess callers' needs and input information accurately and efficiently using data entry and ten-key skills. - Achieve and maintain an acceptable level of individual statistics to accomplish Call Center business goals. - Conduct research and effectively respond to inquiries utilizing a variety of resource materials and methods. - Develop skills to utilize technology for maintaining and updating donor information as appropriate. - Accept constructive feedback and welcome instruction and direction. - Learn and effectively communicate World Vision's involvement in ministries and projects around the world. - Be sensitive to Donor's needs and pray with them when appropriate. - Work collaboratively with team members when assigned to work as a member of a team. - Perform other duties as assigned. - Maintain awareness of corporate goals, objectives, organizational announcements, and activities. - Reference and follow organizational policies and procedures, seeking clarity as needed. Qualifications - Strong verbal and written communication skills, including the use of proper grammar in written and verbal communications. - Ability to keep composure during challenging situations. - Ability to work efficiently while maintaining an appropriate level of speed. - Demonstrate innovative thinking, problem-solving skills, and ability to multi-task and prioritize. - Ability to adapt and demonstrate flexibility. - Willingness to accept constructive feedback, instruction and direction. - Ability to demonstrate active listening and display empathy through the phone. - Prior experience using Microsoft 365 products (Outlook, Word, Teams) and ability to learn new software platforms. Requirements - High school graduate/GED or equivalent, as well as basic routine work experience. - Minimum of 1-year previous customer service/sales work experience or call center experience preferred. - Must type minimum of 20 WPM. - Experience using Microsoft 365 products (Outlook, Word, Teams) with demonstrated ability to learn new software platforms. - Access to a reliable, high speed internet connection, with an average minimum download speed of 25 mbps, and an average upload speed of 6 mbps. Benefits - Estimated hiring range is $20 – $22 per hour. - The posted hiring salary range reflects pay for U.S. locations and is determined using market data and internal compensation guidelines. - Actual compensation may vary depending on the candidate’s geographic location, job-related experience, and applicable laws. - For information about World Vision U.S' comprehensive benefits package, please visit this link. What Happens Next Due to the high volume of applications, only short-listed candidates will be contacted for an initial phone conversation with a recruiter. We encourage you to submit a PDF resume and a cover letter. Our goal is to fill this vacancy with the right person in the shortest amount of time. After applying, candidates selected for further consideration will be contacted to submit a video response to 3 interview questions. If selected to move forward in the interview process, further steps include: - A phone interview with our Talent Acquisition team. - A brief online typing and data entry skills test. - A video interview with members of the Donor Contact Services team. - A spiritual and professional reference check. - Upon acceptance of offer, a criminal background check.

• Provide high-quality customer service to clients via phone, email, and chat • Address customer inquiries efficiently and courteously • Document customer interactions accurately in the relevant systems • Collaborate with other team members to resolve customer issues

• Respond to inquiries via live chat, email and phone • Offer guidance and troubleshoot support to assist clients • Handle client inquiries appropriately and ensuring that high level service is provided • Introduce financial products and services • Provide advanced financial customer service • Cooperate effectively with other departments • Contribute to teamwork to achieve goals • Identify areas for improvement and share suggestions and feedback with the team • Consult with appropriate specialist staff as required • Perform other duties as directed by manager

• Proactively support servicing and account administration for clients, partners, brokers, and consultants • Support and create administrative sales activities associated with qualifying and quoting to prospects • Support relationships with clients by establishing and maintaining strong internal relationships • Communicate and coordinate client requirements and needs with business partners • Support the implementation and intake requests of new clients • Maintain working knowledge of existing and new products/services • Effectively utilize the sales automation system to maintain current client and prospect records