Donor Support Specialist

Purpose and Scope

The Donor Support Specialist is responsible for receiving, recording, and acknowledging contributions to The Gideons International Headquarters. The specialist assists members and donors with giving through outstanding phone and e-mail customer service, reviewing and approving gift entry batches, investigating donation issues, resolving donor concerns, and maintaining an accurate database to give donors an excellent donor experience. The role requires that all gifts and other accounting data are discreetly and confidentially handled.

Essential Job Functions

Provide Customer Service to Member and Non-Member Donors

· Provide positive and thorough customer service assisting with phone calls, voice messages, e-mails, and mailed donations and GideonCard orders.

· Contact donors with failed payments including credit card donation declines and returned checks.

· Investigate gift record issues such as inaccurate gift entries, unknown donor gifts, and replacement acknowledgements and take corrective action such as a data updates, refunds, transfers, and re-sending receipts/annual statements to resolve the issues.

· Update the database with new contact or preference information from return mail and donor correspondence through mail, phone, e-mail, and online submission.

Receiving, Recording, and Acknowledging Contributions

· Review, verify for accuracy, and approve gift entry from offsite processing center.

· Perform data entry associated with one-time and recurring donations given directly through the Headquarters office.

· Prepare GideonCard requests for the offsite processing center

· Prepare daily receipt batches to be processed, file associated paperwork, and submit for printing. Work with other staff members on customizing acknowledgments for high giving amounts, complex gifts, and unusual circumstances.

· Auditing and identifying database record inconsistencies or issues and take corrective action to maintain data integrity such as merging duplicate records.

· Serves as a backup to the Finance Division as needed with the mail opening procedures.

Staff Devotions

· Participate in daily morning staff devotions. Serve by praying and reading Scripture in support of devotion leaders on a rotating basis.

Working Relationships

Reports To: Manager, Donor Support

People Management Responsibility: None

Works Closely With: Director, Support Services; Manager, Donor Support; Camp Accounting; Membership Support; Financial Reporting, Auditing & Compliance

Essential Knowledge, Skills, and Training & Development

Non-physical

• Follow verbal and written instructions.
• Ability to use PC and widely used software applications, especially Microsoft Office applications.
• Ability to learn new software applications as necessary.
• Ability to use analytical skills.
• Ability to communicate effectively with all TGI Departments and donors.

Physical

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is required to stand, walk, sit, talk, and hear. Specific abilities required by the job include close vision.

Mission Critical Competencies

SHARED VALUES

• Integrity
• Excellence
• Open Communication
• Stewardship

CORE COMPETENCIES

• Customer focus
• Detail oriented
• Team Building
• Analyzing Problems/decision-making
• Actively learns, demonstrates and fosters the organization’s culture in all actions and words Takes personal initiative and is a positive example for others to emulate
• Ability to understand the fundamental business drivers and communicate the state of business and provide strategic recommendations to management
• Proven ability to keep a “big picture” perspective while dealing with very detailed information
• Foster Open Communication and Approachability
• Positive and Constructive Attitude
• Dealing with ambiguity
• Perspective
• Ability to challenge the status-quo
• Business acumen

Work Environment and Time Requirements

• Climate-controlled office environment
• 8-hour workday
• Variations in work volume sometimes require extended working hours

Minimum Qualifications

• Two years’ experience in maintaining detailed records or customer service databases preferably in finance or fundraising
• Customer-oriented with excellent interpersonal and communication skills
• PC experience:  advanced proficiencies in Microsoft Office applications
• Typing and data entry skill set - minimum of 50 words/minute
• Proven experience with database maintenance
• Mature, responsible, driven and able to work independently with minimal supervision
• Successful completion of a drug and background screen

This Job Description is for general purposes and guidelines only and should not be considered all-inclusive.  Neither does the receipt of this job description constitute an employment contract.  Furthermore, it should be known that this list of job requirements is subject to change without written notice.