Call Centre Representative

2 weeks ago

Toronto, Canada Covenant House Toronto Full time

**Donor Care Representative**

**Full-Time Contract**

**Onsite**

For forty years, we have maintained a steadfast dedication to our mission: supporting the vulnerable youth who come through our doors. To this day, we remain committed to this duty.

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 24/7 crisis shelter and transitional housing on-site and in the community, along with comprehensive services including education, counselling, health care, employment assistance, job training and after-care. Since 1982, Covenant House has supported more than 100,000 young people.

As a national leader, we educate and advocate for long-term change to improve the lives of vulnerable youth. This includes influencing public policy, leading awareness and prevention programs and continually building and sharing our knowledge. As a learning organization, we strive for excellence and programs with impact.

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.

Thanks to our donors, who contribute 80 per cent of our $44.2-million annual operating budget, we are able to deliver these comprehensive programs and services.

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

**Responsibilities**:

- 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 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 and record credit card donations through company ERP system.
- Entering pay method (credit card, chequing) information for all imported recurring gifts batches in Raiser’s Edge and contacting donors when the details are incorrect.
- Reconcile and confirm all gift batches, donations etc. investigate and correct all discrepancies.
- Run weekly queries to capture all new donors. Send appropriate Welcome Packages including tote bags for all consolidated donors.
- Create and maintain records of new and existing donors ensuring accuracy at all points.
- Fulfills donor requests for extra incentives.
- Sending out information packages; duplicate receipts; additional card packages etc. as requested by donors.
- Other duties as assigned.

**Qualifications**:

- A minimum college diplomas
- 3 years customer service and data processing experience
- 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.
- French is an asset
- Outbound telemarketing experience is helpful
- Prior data entry experience is necessary.
- To ensure the safety of our staff, youth and volunteers, Covenant House Toronto has implemented a mandatory COVID 19 Vaccination Policy in compliance with the City of Toronto. In accordance with the Ontario Human Rights Code, exemptions will only be granted to individuals based on applicable medical/religious grounds._

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