Donor Services Coordinator

Summary/Objective:

The Donor Services Coordinator (DSC) is responsible for performing a wide range of donor services including responding to donor inquiries via phone, email, website, postal mail, and in-person; accepting, entering, reconciling, acknowledging and reporting donations and event registrations; entering demographic data into the Raiser’s Edge (RE); importing demographic, donation, and event participation files from CCRF’s external vendor(s) and the CCRF website; and, assisting at events. The DSC is responsible for ensuring the highest level of customer service to donors, prospects, event attendees, and internal staff.

Essential Functions:

Daily Donation Entry and Reconciliation

  • Enter in-house gifts and pledges through RE batch process, verifying the quality of data entry from all sources and resolving problems regarding the data
  • Process credit card transactions, ensuring PCI compliance
  • Manage matching gift process
  • Pledge set up, maintenance and reporting
  • Verify and import Luminate Online (LO), cager, and event donation and participation files
  • Update and manage gift log and daily deposit reconciliation, submit daily batches to Finance
  • Provide backup for bank deposit processing in Deposit Edge
  • Research and problem solve issues that arise via financial and RE applications
  • Research and submit donation adjustments
  • File gift documentation, as needed

Daily Database Maintenance

  • Update constituent records (e.g. address changes, payment information, contact preferences, marking duplicate constituents) in RE and LO
  • Action entry, as appropriate

Donor Correspondence

  • Daily, prepare and mail gift acknowledgements, tribute notifications, declined credit card notifications, soft credit, and other non-tax donor acknowledgements
  • Weekly, prepare and mail credit/debit card update requests
  • Monthly, prepare and mail pledge invoices
  • Prepare and mail year-end tax summary letters, as requested

Report Preparation and Policies and Procedures Documentation

  • Daily, prepare reports from numerous databases (RE, LO, AuctionMaestro, etc.)
  • Prepare donation reports from RE for various constituencies, as requested
  • Update queries, as needed
  • Assist in development and documentation of database policies and procedures, as needed

Donor Relations/Customer Service

  • Daily, promptly respond to donors’ requests for information via phone, mail, or email; including completing follow-up phone calls for donor data, pledge payment information, and updated credit card information. Route to appropriate staff, as needed.
  • Daily, monitor and manage shared email inboxes for website contacts from general public, donors, third party payers, and other organizations. Process inquiries or route to appropriate staff.
  • Participate in and support Special Events, as scheduled
  • Serve as backup to the Database Assistant for fundraising events, as needed
  • Weekly, monitor and provide feedback on external mail processor(s) quality of data and report inaccuracies and errors found in the import files in a timely manner

Competencies:

  • Strong attention to detail
  • Positive attitude
  • Accurate data entry
  • Excellent verbal and written communication skills; including the ability to write and edit standardized letters by recognizing and performing simple text edits, or requesting modification of letters, as needed for special gifts, donors, or circumstances
  • Ability to organize and prioritize assignments
  • Mature judgment and the ability to maintain confidential information

Required education and experience:

  • Associates Degree
  • 2-3 years data entry experience
  • Direct customer service experience
  • Microsoft Office Suite: Outlook, Word, Excel

Preferred education and experience:

  • Bachelor’s Degree
  • Experience in set-up of mail merges
  • Experience with financial reconciliation
  • 10-key experience

Additional eligibility qualifications:

  • 3-4 years of Raiser’s Edge data entry experience
  • Current Blackbaud certification, desired

Physical demands:

Sitting/standing for long periods of time, minimal lifting or bending

Position type and expected hours of work:

Full-time, weekdays; occasional Saturdays and evenings

Travel

Minimal, within the metropolitan area

Classification:

Non-exempt

Reports to:

Donor Services & CRM Systems Manager

How to Apply:

Please send a cover letter and resume to hr@childrenscancer.org. No phone calls or agencies please.

Children’s Cancer Research Fund is an equal opportunity employer.