DONOR CARE ASSOCIATE

Join us to help break the barriers to education that steal children’s choices one by one until they have none. Together, we can foster an environment where education unlocks a world of choices, nurturing creativity, resilience, and hope for a better tomorrow. At Children Believe, we won’t stop until every child can dream fearlessly and grow up to live the life they choose to live.

Children Believe is currently recruiting for the following position:

DONOR CARE ASSOCIATE

The Donor Care Associate (DCA) is dedicated to delivering exceptional customer service during interactions with our existing and potential supporters, serving as their primary point of contact. This involves handling inbound/outbound telephone calls, emails, letters, online chat, and other forms of communication. The role entails not only providing assistance but also working to increase supporter retention, as well as assisting with fundraising campaigns.

With a focus on strengthening relationships between our supporters and Children Believe, the DCA is tasked with nurturing positive supporter engagement. This includes personalizing correspondence, conducting phone follow-ups, and sending emails. Additionally, the DCA must possess active listening and call management skills to effectively handle challenging or sensitive calls.

As a member of the Supporter Operations & Engagement team, the DCA collaborates closely with colleagues to achieve team goals. A proactive and solution-oriented approach is essential to contribute effectively to the team’s success. Attention to detail, adaptability to new technologies, innovation, and effective time management are also key attributes required for this role.

This role includes, but not limited to:

Relationship Management and Daily Activities – 40 %

• Handle inbound phone calls, emails, letters, and voice messages to provide exemplary customer service to existing and potential supporters of Children Believe, with a focus on stewardship, cultivation, and retention.
• Process donations, account contact updates, payment updates, inquiries, complaints, and donor escalations while ensuring compliance with policy and procedures.
• Achieve departmental Service Level Agreements and Key Performance Indicators as specified by the manager.
• Maintain quality assurance for call management, correspondence, and data accuracy.
• Offer subject matter expertise to proactively address supporter concerns with a "one & done" approach, resolving issues efficiently.
• Ensure accurate and detailed documentation of all supporter interactions in the CRM system, including recording payments, income tax receipts, conversations, emails, and donor-supplied documents.
• Enhance supporter retention by suggesting alternatives to cancellation and identifying retention opportunities based on outlined KPIs.
• Process necessary adjusting entries in accordance with Children Believe business rules and el??
• Provide or update income tax receipts, adhering to Children Believe business rules and CRA requirements.
• Maintain knowledge of all Children Believe campaigns and activities to deliver outstanding supporter stewardship, cultivation, and retention.
• Assist team members as needed.
• Ensure prompt follow-up to all donor inquiries.

Donor Retention and Cultivation (50%):

• Conduct outbound calls for arrears and reminders, focusing on collecting outstanding donations and returning donor files to good standing.
• Perform outbound supporter stewardship calls to welcome new supporters and express appreciation for donations received, fostering positive donor relationships.
• Support fundraising efforts by upselling during interactions and conducting specific call campaigns to secure new donations for appeals.
• Utilize save techniques to improve supporter retention and prevent cancellation of monthly pledges.
• Initiate and send necessary correspondence, such as letters, emails, and collateral, to enhance supporter relationships.
• Provide superior customer service by promptly addressing donor questions and resolving complaints or concerns.

Other Responsibilities (10%):

• Participate in focus groups and cross-functional teams within Children Believe.
• Review Donor Care processes and recommend improvements or changes to the manager as appropriate.
• Perform other related duties as assigned.

The ideal candidate possesses:

• Two years of customer service experience in a call center or similar environment.
• Demonstrated commitment to providing excellent customer service with a focus on donor satisfaction and retention (saving cancellations and asking donors to make up missed donations).
• Ability to actively listen and show empathy during interactions wi