Donor Care Specialist

3 months ago


Toronto, Canada Covenant House Toronto Full time

**Donor Care Specialist
**Development and Communications
**3-Month Contract**

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**Level 4**

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Covenant House helps youth ignite their potential and reclaim their lives. As Canada’s largest agency serving youth who are homeless, trafficked or at risk, we offer the widest range of services to hundreds of young people every day.

More than a place to stay, we provide life-changing care with unconditional love and respect. We meet youth’s immediate needs and then we work together to achieve their future goals. We offer 24/7 crisis shelter transitional housing options on-site and, in the community, health and well-being support, training and skill development, and ongoing care once youth move into the community.

For over 40 years, Covenant House has been dedicated to its mission of serving youth on the street and to protect and safeguard all youth with absolute respect and unconditional love. Since 1982, Covenant House has supported more than 100,000 young people.

**Overview**:
The donor care specialist primary responsible is to ensure timely and accurate processing and acknowledgement of our donations, administration and or donor communications. While following standard guidelines to ensure CRA compliance and high standard of data integrity.

**Responsibilities**:
**Customer Service**
- Help with, but not limited to, the daily phone calls while phone volume is high.
- Setting up records of new donors.
- Update donor information and track all points of contact with donors via Raiser’s Edge donor database.
- Fulfills donor requests for extra incentives - i.e., Xmas cards, pins etc.
- Contact donors who have invalid credit card #’s.
- Updates donor files to include key information learned from phone conversations or letter correspondence.
- Sending out information packages; duplicate receipts; additional card packages etc. as requested by donors.
- Update monthly donor information.

**Mail Processing:
- Sort, open, batch and tally donation mail, verifying cheques meet bank and CRA requirements for issuing tax receipts.
- Verifying donations coupons balance to cash.

**Data Entry**:

- Data entry of general single donations is completed in a timely manner as per set benchmarks.
- Verifying gift entries balance to batch total and appropriate campaign, fund, appeal and package and letter code is assigned as per donation coupon.
- Add and/or update appropriate codes and ensure donor records reflect up-to-date information as per the donation coupon.
- Process credit card donations through Raiser’s Edge.
- Entering pay method (credit card, chequing) information for all imported recurring gifts batches in Raiser’s Edge.
- Prepare cash sheet for credit card donations.
- Balance credit card batches to the cash sheet before delivering to Finance.

**Electronic Bank Deposits**:

- Prepare cash sheets for transmitted eDeposits, manual cheque and cash deposits.
- Balance all batches to cash sheet before delivering to Finance.
- Update cash sheet totals on monthly cash sheet summary report. Prepare donation quality check spreadsheet.
- **Reconciliation and Quality**:

- Reconcile all imported gift batches from RemitSql to the batch header. Confirm through the Daily Quality Check sheet that the information balances. When there are any discrepancies, investigate and correct to balance the money.
- Perform daily quality checks for all imported gifts through online and RemitSql.
- Communicate with staff when donations have been imported for next stages for quality.
- Run weekly queries to capture all new donors. Send appropriate Welcome Packages including tote bags for all consolidated donors.
- Ensure all tribute donors have been linked, files are correct, and queries have been run for the printing of the tribute cards.
- Process all tribute acknowledgements and mail to donors.

**Qualifications**:

- 3 years customer service and data processing experience
- College Diploma in related field
- Proficient in Microsoft Office, in particular Word Mail Merge, Excel tables, sorts and filters, and Outlook
- Proficiency with the Raiser’s Edge is an asset, with advanced experience importing and exporting data, pivot tables and queries.
- Outbound telemarketing experience is helpful
- Strong attention to detail with a high level of accuracy
- Strong verbal and written communications skills
- Strong customer services and interpersonal skills
- Able to work in a fast-paced environment
- Good problem-solving capabilities
- Self-motivated, high energy and results oriented
- Collaborative and team oriented
- French is an asset

At Covenant House Toronto we believe in a workplace culture of inclusion that is welcoming, respectful and safe for all staff. It is critical to Covenant House Toronto success to eliminate barriers and promote the inclusion of equity groups. Equity groups have been, and continue to be, underrepresented and marginalized in the workforce, leadership roles, and in some specific occupations. Equity gro



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