Bilingual Donor Care Coordinator

3 months ago

Toronto, Canada SAVE THE CHILDREN-CANADA Full time

This position is covered under CUPE Bargaining Unit._

Save the Children believes every child has the right to a future. In Canada and around the world, we do whatever it takes - every day and in times of crisis - to support children to fulfill their rights to a healthy start in life, the opportunity to learn, and protection from harm. With over 100 years of experience, Save the Children is the world’s first and leading independent children’s organization - transforming lives and the future we share.

**THE IMPACT YOU WILL MAKE**:
The Bilingual Donor Care Coordinator plays an integral role in the donor experience at Save the Children by providing outstanding donor stewardship and delivering on retention activities at all levels of giving, including one-time gifts and recurring gifts. This role will champion the delivery of exceptional customer service and ensuring ensure accuracy and timeliness in the areas of gift processing, gift acknowledgement, tax receipting and managing supporter communications. The Coordinator works closely with the database team, internal stakeholders and fundraising leads to facilitate these activities and plays a critical role in processing gifts for the major gift, corporate, foundation and planned gift portfolios.

**Responsibilities include (but are not limited to)**:
**Donor Care**
- Contribute to the implementation of the SCC donor journey to ensure every donor has an exceptional experience.
- Handle sensitive donor inquiries with tact/diplomacy.
- Ensure response times are within established service level agreements.
- Manage the donor cancellation process.
- Donor retention: Implement winback or retention efforts.
- Identify opportunities for donors to further their support of SCC.
- Support an environment of “partnership” with all donors.

**Bilingual service**:

- Responsible for handling all inquiries received from French-speaking donors and non-donors, including English to French translation of donor materials and annual update of donor communications.

**Donation Processing, Tax Receipting and Record Management**
- Process donations and returned mail accurately and in a timely manner.
- Issue tax receipts in an accurate and timely manner according to service level agreements and in adherence to CRA regulations.
- Data entry, including creating new records and updating existing records in the CRM.
- Maintain complete and accurate records of all donations and other related transactions with donors.
- Vendor file processing (e.g. donations made via 3rd party, F2F or telemarketing).
- Adhere to privacy legislation with regard to handling personal and financial data of constituents.

**Stakeholder Management**
- Support internal stakeholders as required, including fundraising leads in Resource Development, Finance and other areas of SCC.
- Manage communication and processes as required.
- Support an environment of “partnership”.
- Identify opportunities to improve processes.

**Other**
- Support the annual audit and requests for information.
- Additional projects as required.

**Qualifications include (but are not limited to)**:

- Bilingual fluency in both written and spoken French and English is required.
- Demonstrated proficiency in translating English to French communications in a professional setting, and/or writing and editing bilingual communications.
- A minimum of 1-3 years’ of relevant work experience; experience working in a fundraising and/or not-for-profit environment strongly preferred.
- Strong attention to detail and accuracy.
- Exceptional verbal, interpersonal and influential skills required to interact with internal and external stakeholders including staff, volunteers, vendors, and donors.
- Excellent organizational, planning and time management skills.
- Highly collaborative style/team player.
- Capable of exercising independent judgment and flexibility.
- Donor or customer retention and/or sales skills.
- Experience with fundraising databases or CRMs.
- Strong critical thinking and problem solving skills.
- Make sound decisions that are responsible and in adherence to organizational policies.
- Ability to work some evening and weekends as required.

**WHAT WE OFFER**

This position salary range between **$52,903.33 - $68,517.15 **CAD** depending on skills and experience. In addition to this, our employees will have the following package of additional benefits:

- Comprehensive benefits package for you and your dependents available in three months after employment.
- Coordinated benefits for your partner paid by Save the Children Canada.
- Hybrid workplace, and flexible work hours to support employee wellbeing and productivity.
- Confidential Employee Assistance Program services available to you and your dependents from your first day of employment.
- Discounted rate for a GoodLife membership.
- Organization-wide membership with Headspace.
- 3 weeks of annual leave.
- In addition to annual leave, we offer a December 25 - January 1 office

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