Donor Care Associate

6 months ago

Markham, Canada Children Believe Fund Full time

**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 - Canada Office**

**This role includes, but not limited to**:
**Donor retention and cultivation - 50%**
- Perform outbound donor stewardship calls to welcome new supporters to our organization and thank you call campaigns to show our appreciation and impact of donations received, fostering good donor relationships.
- Responsible for supporting fundraising efforts by asking for an upsell during all interactions, when appropriate or performing specific call campaigns to receive a new donation for appeals like child designated gifts, gift catalogue, emergency appeals, program graduation notify calls and other call lists as assigned.
- Improve donor retention by ensuring donors are offered alternatives to cancelling their monthly pledge by using save techniques.
- Provide superior customer service effectively responding to donor questions and resolving complaints/concerns.

**Relationship management and daily activities - 40 %**
- Process donations, account contact & payment updates, inquires, complaints and donor escalations, ensuring all business rules are being followed according to the policy and procedures outlined.
- Achieve departmental Service Level Agreements and Key Performance Indicators, as outlined by the manager.
- Adhere to quality assurance for call management, correspondence and data accuracy.
- 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.
- Upon discovery of errors, process appropriate adjusting entries per Children Believe business rules and/or escalate as appropriate.
- Provide or update income tax receipts, adhering to Children Believe business rules and CRA requirements.
- Ensure knowledge and understanding of all Children Believe campaigns and activities to provide outstanding donor stewardship, cultivation and retention.
- Assist other team members when necessary.
- Create and ensure prompt follow up to any donor inquiries.

**Other: 10%**
- Participate in focus groups and Children Believe cross functional teams
- Review Donor Care processes and recommend improvements/changes to manager as appropriate
- Other related duties as assigned
- Post-secondary diploma in related discipline preferably in International Development
- 3 years’ front line customer service experience in an inbound/outbound call centre with ability to influence donor giving decisions, including ability to retain and cross-sell as appropriate
- Experience in telephone fundraising or sales will be considered an asset
- Business writing skills; Demonstrated ability to create and edit correspondence
- 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
- 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); proficient in MS Word, Intermediate Excel and Outlook
- Ability to perform basic troubleshooting of website and other technology issues
- Ability to work overtime and flexible daytime hours as required
- Some knowledge of international development an asset
- Capacity to work overtime and flexible daytime hours as required
- 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, Behaviours**:

- Accountability for results
- Exercise good judgement, tact and diplomacy in donor interactions
- Excellent Customer Service
- Influence and persuasion
- Exceptional team player
- Ability to multi-task and respond positively to shifting priorities, while meeting deadlines
- Organized and detail oriented
- Commitment to on-going professional development

**Type: Hybrid**

***Our Hybrid Workplace Program is a flexible work arrangement that permits employees to work remotely while also occasionally being required to come into the Organization’s office. If approved to work from home as part of our Hybrid workplace program; the incumbent must be available to work from the Organization’s office from time to time as determined by the supervisor or as otherwise directed by the Organization.

**Compensation**: Between

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