Donor Care Associate - Markham, Canada - Children Believe Fund

Children Believe Fund

Verified Company

Markham, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Careers That Empower Young Dreamers

When you make a decision to work with Children Believe you're not just doing something great for your career, you're helping empower children around the world to access education, pursue their dreams and be a voice for change.

We know there are lots of career options for talented, top performers like you, but not many offer the opportunity to help children live and dream fearlessly.

Children Believe is currently recruiting for the following position:

Donor Care Associate - Canada Office

This role includes, but not limited to:

Donor retention and cultivation - 50%

Perform outbound donor stewardship calls to welcome new supporters to our organization and thank you call campaigns to show our appreciation and impact of donations received, fostering good donor relationships.
Responsible for supporting fundraising efforts by asking for an upsell during all interactions, when appropriate or performing specific call campaigns to receive a new donation for appeals like child designated gifts, gift catalogue, emergency appeals, program graduation notify calls and other call lists as assigned.
Improve donor retention by ensuring donors are offered alternatives to cancelling their monthly pledge by using save techniques.
Provide superior customer service effectively responding to donor questions and resolving complaints/concerns.

Relationship management and daily activities - 40 %

Process donations, account contact & payment updates, inquires, complaints and donor escalations, ensuring all business rules are being followed according to the policy and procedures outlined.
Achieve departmental Service Level Agreements and Key Performance Indicators, as outlined by the manager.
Adhere to quality assurance for call management, correspondence and data accuracy.
Improve donor retention by ensuring donors are offered alternatives to cancellation and identify opportunities for donor retention based on KPIs outlined on the yearly goals.
Upon discovery of errors, process appropriate adjusting entries per Children Believe business rules and/or escalate as appropriate.
Provide or update income tax receipts, adhering to Children Believe business rules and CRA requirements.
Ensure knowledge and understanding of all Children Believe campaigns and activities to provide outstanding donor stewardship, cultivation and retention.
Assist other team members when necessary.
Create and ensure prompt follow up to any donor inquiries.

Other: 10%

Participate in focus groups and Children Believe cross functional teams
Review Donor Care processes and recommend improvements/changes to manager as appropriate
Other related duties as assigned
Postsecondary diploma in related discipline preferably in International Development
3 years' front line customer service experience in an inbound/outbound call centre with ability to influence donor giving decisions, including ability to retain and crosssell as appropriate
Experience in telephone fundraising or sales will be considered an asset
Business writing skills; Demonstrated ability to create and edit correspondence
Demonstrated ability to provide superior customer service; knowledge of customer service best practices with a 'donor first' and a "one and done" approach to meeting demands
Excellent verbal and written English communication and interpersonal skills
Experience in complaint management
Demonstrated experience researching problems, resolving issues and communicating solutions

Computer skills

Accurate and fast keyboarding skills (min. 55 words per minute); proficient in MS Word, Intermediate Excel and Outlook
Ability to perform basic troubleshooting of website and other technology issues
Ability to work overtime and flexible daytime hours as required
Some knowledge of international development an asset
Capacity to work overtime and flexible daytime hours as required
Ability to speak and/or write in either French or Spanish will be considered an asset
Commitment to Children Believe's Vision, Mission and Values

Attributes, Traits, Behaviours:

Accountability for results
Exercise good judgement, tact and diplomacy in donor interactions
Excellent Customer Service
Influence and persuasion
Exceptional team player
Ability to multitask and respond positively to shifting priorities, while meeting deadlines
Organized and detail oriented
Commitment to ongoing professional development

Type:
Hybrid
***Our Hybrid Workplace Program is a flexible work arrangement that permits employees to work remotely while also occasionally being required to come into the Organization's office. If approved to work from home as part of our Hybrid workplace program; the incumbent must be available to work from the Organization's office from time to time as determined by the supervisor or as otherwise directed by the Organization.

Compensation:
Between