The Salvation Army - Southwest Division
Donor Engagement Specialist
LOCATION: SW DHQ
SUPERVISOR: Donor Data and Marketing Director
STATUS: FT/40 hrs./wk.
The Salvation Army, an international movement, is an evangelical part of the universal Christian church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs, in His name, without discrimination.
- Bachelor’s or two-year AA degree or equivalent experience preferred.
- HS Diploma or GED required
- Experience in administrative support, customer service, revenue generation, and written communication with individual, corporate and foundation donors.
- Non-profit development experience preferred, with knowledge of donor relations.
- Ability to work as a team member, and as the first point of contact for individual donors.
- Extensive skills in multi-tasking, time management, project management, and small event execution.
- Excellent written and verbal communication skills.
- Ability to produce a high volume of work in a timely manner.
- Knowledge of office procedures and equipment.
- Computer literate with proficiency in Microsoft Office Suite. Capacity to learn donor engagement platforms/software, including but not limited to Portfolio CRM, Classy, PayDQ, and Egistics.
- Ability to type 60-70 wpm.
- A pleasant and professional demeanor when interacting with all stakeholders.
- Ability to pass a criminal background check
SUMMARY OF RESPONSIBILITIES:
The Donor Engagement Specialist provides year-round stewardship and engagement of a portfolio of individual donors as identified by the Director of Development & Donor Data & Marketing Director, including but not limited to personalized letters and emails, and phone calls. Responsible for a caseload of 750-1,000 mid-level donors that fluctuate based on donor giving activity and their reassignment to Donor Relations Directors. Responsible for active solicitation of these donors and facilitates the reassignment of mid-level donors to Donor Relations Directors caseload and vice versa based on donor giving activity. The will Donor Engagement Specialist coordinate and execute annual Mid-Level revenue-generating and engagement calling campaigns, including but not limited to the ‘Be the Match’ campaign, Annual Survey, and Prospectus Follow-up, will also coordinate, execute, and be responsible for the revenue-generating mail and phone campaigns to donors who are nearing or currently achieved lapsed status. Donor Engagement Specialist will take incoming donor care phone calls, provides the highest level of customer service in all circumstances, and take appropriate action to resolve donor issues. Will assist in creation, preparation, and execute distribution of donor care correspondence and development materials to meet the specialized needs of donors and the department. Will actively research, coordinate, and execute donor engagement and gratitude campaigns, such as specialized calling projects, and mail campaigns, also coordinates and executes thank you calls and handwritten notes to caseload and major donors within 48 hours of gift posting as well as executing the new donor welcome program. The Donor Engagement Specialist must maintain a professional, with a can-do attitude and can manage unanticipated changes that have tight turnaround times by adjusting schedules for other projects and clearly communicating those changes to stakeholders and team members. Will use various vendor platforms to perform donor care issues, including but not limited to Portfolio CRM, PayDQ, Classy, and Egistics, will also expedite and perform due diligence on issues and inquiries from donors, staff, officers. Assists and aides in the maintenance and integrity of Portfolio, the confidential donor database, by performing periodic donor data cleanup projects, merging of records, creating relationships between records, and applicable donor changes submitted through corps correspondence, donor communications, and returned mail. Will ensure the accuracy of gift entry by submitting applicable gift adjustments to appropriate department. Will also process items from the Exception Queues including donor prayer requests, information requests, memorial/tribute gifts notices, and donor correspondence; ensuring applicable delivery and follow through. Donor Engagement Specialist will contact donors with incorrect gift information, and declined or misread credit card numbers, to obtain correct information, and process accordingly, making sure to process credit card gifts that are submitted by phone, make applicable updates to credit card gifts, and process credit card refunds with Supervisor approval. Donor Engagement Specialist will research gifts made through online Classy platform, make corrections to gifts, and process applicable refunds with Supervisor approval. Donor Engagement Specialist will aide in the annual year-end statement project as well as produce and mail manual acknowledgment letters in a timely manner for non-CDS processed gifts including but not limited to, special events, in-kind gifts, IRA disbursements, memorial and tribute honoree letters, and duplicate receipts. May need to assist with seasonal duties if available. Donor Engagement Specialist will process incoming mail daily and take applicable actions. Donor Engagement Specialist will maintain an archive of all mail appeal pieces. Will also assist in the planning and execution of small donor engagement events. Other duties as assigned as it relates to the position of Donor Engagement Specialist.
Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A qualified person with a disability may request a modification or adjustment to the job or work environment in order to meet the physical requirements of the position. The Salvation Army will attempt to satisfy requests as long as the accommodation needed is reasonable and no undue hardship would result.
While performing the duties of this job, the employee is regularly required to walk, stand, climb or balance, stoop, kneel, crouch, crawl and reach with hands and arms on a continuous basis. The employee must regularly lift and/or move up to 5 pounds, frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception and ability to adjust focus. Must have the ability to operate telephone, a desktop or laptop computer, as well as the ability to access and produce information from a computer, and to understand written information.