Together, we create life-changing wishes for children with critical illnesses.
Donor Care Specialist
Location
Arizona
Posted
7 hours ago
Salary
$51.2K - $54K / year
Seniority
Mid Level
Job Description
Donor Care Specialist
Make-A-Wish America
• 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.
Job 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
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