Donor Care Associate

Careers that empower young dreamers

When you make a decision to work with Children Believe you’re not just doing something great for your career, you’re helping empower children around the world to access education, pursue their dreams and be a voice for change. We know there are lots of career options for talented, top performers like you, but not many offer the opportunity to help children live and dream fearlessly. Children Believe is currently recruiting for the following position:

Donor Care Associate

Reporting to the Donor Care & Sponsorship Manager, the Donor Care Associate(DCA) is focused on providing outstanding customer service, the employee will represent Children Believe as the first point of contact in most interactions with our existing or potential donors including inbound/outbound telephone calls, emails and other correspondence. The employee will be required to increase donor giving through fundraising/upselling, where appropriate and possible. The DCA is also responsible for enhancing and enriching the relationships between donors and Children Believe, this may include sending personalized correspondence, phone follow-up and emails. Through active listening and call management skills, s/he must be equipped to manage calls that may be difficult or sensitive in nature. The position will also support other members of the Donor Care & Sponsorship team and as such, h/she must possess strong collaboration and communication skills, as well as possess a “can do” attitude to help drive results of the team.

This role includes, but not limited to:

1. Respond to Inbound Donor Requests and Inquiries by Phone (45%)

Process donations, information updates, email, payment updates and information requests coming in to Children Believe from donors. This includes setting up new donor records, processing gifts and generating general donor correspondence.
Respond to all donor requests, and address all donor interactions with a view to providing best in class customer service and increasing donor retention rates. Fundraising and cultivating giving where appropriate based on KPIs outlined on the yearly goals.
Achieve departmental Service Level Agreements and Key Performance Indicators, as outlined by the Manager.
Adhere to quality assurance programs for call management, correspondence and data accuracy.
Pro-actively problem-solve any donor concerns with a “one & done” philosophy.
Improve donor retention by ensuring donors are offered alternatives to cancellation and identify opportunities for donor retention based on KPIs outlined on the yearly goals.
Ensure interactions are recorded and accurate in all donor accounts for any contact with a donor (whether phone, email, and other correspondence). This includes recording remittance of payments, income tax receipts, documenting conversations, uploading emails or donor supplied documents
Ensure knowledge and understanding of all Children Believe Business Rules and follow accordingly.
Upon discovery of errors, process appropriate adjusting entries per Children Believe business rules and/or escalate as appropriate.
As required provide donor income tax receipts per donor preference and within Children Believe business rules and CRA requirements.
Assist other team members when necessary
Create and ensure prompt follow up to any donor inquiries

2. Perform Outbound Calls for donor care and acquisition (45%)

Completed outbound calling as assigned by Manager. This may include calls for, donor welcome, stewardship, cultivation, retention or fundraising activities.
Maintain current outbound calling KPI and SLA standards

3. Other: (10%)

Be fully cross-trained and perform competently all donor care tasks and provide back-up to other team members including Reception.
Review processes and recommend improvements/changes to Manager or Trainer as appropriate.
Comply with all Children Believe policies and procedures.
Other related duties as assigned.

The ideal candidate possesses:

High school diploma and or post-secondary diploma in related discipline.
3 years’ front line customer service experience in a demanding inbound/outbound call centre with an understanding and ability to, steward, cultivate, retain and influence giving decisions of donors and prospects
Experience in fundraising, marketing, event fundraising or sales an asset.
Demonstrated ability to provide superior customer service; knowledge of customer service best practices with a ‘donor first’ and a “one and done” approach to meeting demands
Excellent verbal and written English communication and interpersonal skills
Business writing skills; ability to draft/edit correspondence
Experience in complaint management
Demonstrated experience researching problems, resolving issues and communicating solutions
Computer skills – accurate and fast keyboarding skills (min. 55 words per minute); intermediate MS Word, Excel and Outlook; aptitude to learn new technology knowledge of databases
Ability to troubleshoot basic technology issues
Exercise good judgement, tact and diplomacy in donor interactions
Ability to quickly learn and apply new system procedures as they are introduced
Ability to work overtime and flexible daytime hours as required
Some knowledge of international development an asset
Ability to speak and/or write in either French or Spanish will be considered an asset
Commitment to Children Believe 's Vision, Mission and Values

Attributes, Traits, and Behaviours:

Accountability for results
Excellent customer service and sales skills
Influence and persuasion
Multi-task and maintain a well-organized work environment, including organized filing system.
Ability to meet deadlines and to understand and apply business rules.
Commitment to on-going professional development.