DONOR RELATIONS COORDINATOR
Summary
CARE Canada is looking for 2 Bilingual Donor Relations Coordinators. The Donor Relations Coordinator will provide excellent customer service through phone, email, and mail, focusing on single and monthly gift processing, donor retention, accurately representing CARE’s brand, policies, and global work and ensuring that donors have an exceptional experience when they engage with CARE.
Description
CARE Canada is looking for 2 Bilingual Donor Relations Coordinators
ABOUT THE ROLE / WHAT THE ROLE OFFERS
The Donor Relations Coordinator will provide excellent customer service through phone, email, and mail, focusing on single and monthly gift processing, donor retention, accurately representing CARE’s brand, policies, and global work and ensuring that donors have an exceptional experience when they engage with CARE. The Donor Relations Coordinator is responsible for performing various donation-related tasks in CARE’s fundraising database (Raiser’s Edge/Luminate Online), receipting, donor stewardship (including gift fulfillment, outbound calling) and supporting the management of incoming phone calls and email inboxes.
Tasks Include:
One Time and Online Gift Processing (35% of time spent)
(in partnership with Donor Relations team members)
- Responsible for processing and receipting incoming one-time gifts and working with the Database Manager to ensure proper coding
- Process, code, and upload all incoming online donations, including those received through 3rd party giving platforms. Ensure proper receipting processes and timely follow up with donors who’ve made a gift online.
- Work with Database Manager to troubleshoot donor inquiries with gift processing issues
- Handle donor inquiries related to the CARE Gifts program, complete fulfillment of printed cards, and maintain comprehensive knowledge of the system (Luminate Online)
Monthly Gift Processing and Database Maintenance (30% of time spent)
(in partnership with Donor Relations team members)
- Manage the ongoing updates and monthly processing of CARE’s monthly donor file
- Execute monthly CARE Giver program-related adjustments, cancellations, and new pledge creation in the Raiser’s Edge database
- Make outgoing follow up calls to monthly CARE Givers for updated donation information
Donor Customer Service and Stewardship (25% of time spent)
(in partnership with Donor Relations team members)
- Receive and respond to donor inquiries and complaints by phone in a professional and friendly manner. Field and refer all non-donor calls and emails to the appropriate parties.
- Monitor public email inboxes, respond to a variety of different emails, categorize and track emails in the Raiser’s Edge database to provide reports on email volume and trends
- Connect with donors and constituents on the nature of CARE’s work, stay educated on current CARE projects and programs, and explain CARE’s position on various issues independent of one’s own beliefs
- Update donor contact and biographical information in the Raiser’s Edge database in accordance with Donor Services policies
- Locate and research specific donations in the Raiser’s Edge/Luminate Online database, and relay information to donors and/or financial managers by phone and/or email
Support Donor Relations Team (10% of time spent)
- Pick-up mail and distribute to appropriate storage location for further processing.
- Make outgoing thank you calls and follow up calls to donors
- Support Donor Relations Team in administrative tasks in both online and offline spaces. (Shredding, printing, filing, database clean-up etc.)
WHAT YOU OFFER / ABOUT YOU
- Bachelor’s Degree Preferred or equivalent combination of education, training, and experience
- One to three years of experience working in customer service, previous call centre experience is an asset
- Excellent oral and written communication skills
- Enthusiasm for learning and speaking about CARE’s global work to end poverty
- Proficiency with MS Office suite including Word and Outlook (experience with InDesign is an asset)
- Familiarity with a fundraising database system, preferably Raiser’s Edge and/or Luminate Online
- Ability to juggle multiple demands and difficult conversations while maintaining composure
- Must have superior attention to detail skills
- Bilingual (English & French) required
WHAT WOULD MAKE YOU EXTRAORDINARY
Previous experience working in an international NGO including work in development contexts.
WHAT WE OFFER / ABOUT CARE
- Generous leave entitlements, including December holiday closure
- Full benefits: dental, medical, vision care, paramedical, life insurance (some exceptions may apply) and professional and confidential Employee Assistance Program services
- International travel opportunities
- Learning and development opportunities and specialised training
- Flexible work hours and current work from home arrangement
- A family friendly environment
- Amazing colleagues who are very committed to CARE’s mission
If you are someone who thrives on challenge, loves to be part of a dynamic team and you are passionate about making a difference, then this opportunity is for you, and we would like to hear from you. Please apply directly at https://bit.ly/36bu6sM. Please note resumes will be reviewed on an ongoing basis and the advertisement will be removed once candidate has been identified. We are only able to consider candidates who currently have the right to work in Canada.
CARE Canada is committed to employment equity, welcomes diversity in the workplace and encourages applications from all qualified applicants. Recruitment-related accommodations for persons with disabilities are available on request.
As part of CARE Canada’s commitment to preventing sexual harassment, exploitation and abuse, we conduct reference checks on all final stage candidates in line with the Interagency Misconduct Disclosure Scheme. By applying to this role with CARE Canada, you are giving us consent to contact your previousemployers to seek information in line with this scheme.
