Donor Services Specialist

The successful Donor Service Specialist (DSS) will provide excellent customer service through the efficient management, file maintenance, and

building donor relationships. The Specialist will be responsible for administrative, operational support, and file maintenance of the Donor Services Department. The Specialist will also manage the phones and required technology for the donor services team. This person will act as a direct liaison for DVNF affiliates, assisting in the resolution of customer service issues, donor inquiries, and donor services operations. They will work closely with other key staff members, the database Management team, and our caging facility to ensure smooth donation operations. The DSS shall perform necessary functions to ensure quality control standards and business rules are maintained to achieve accuracy and integrity of all constituent data within the fundraising database.

Responsibilities:

• Manage the workflow of donor services, including but not limited to data entry, receipts, and special outgoing mails, inbound and outbound calls, and call logs.
• Develop and seek out new and better ways to meet and exceed high-performance standards of current services.
• Implement cost-saving measures wherever possible.
• Communicate daily with donors who call with various inquiries, including but not limited to their donations, the Foundation, VA assistance, etc.
• Maintain filing systems of premiums and mailings.
• Review, revise, and assure implementation of donor recognition and stewardship support, including updating receipt and acknowledgement templates.
• Respond to e-mail inquiries regarding mailings, premiums, and donation discrepancies and forward as needed.
• Process gifts/pledges and manage production of acknowledgment letters. Review donor acknowledgments for accuracy and action items that require follow-up.
• Manage electronic donor files, ensuring that constituent and donor contact information is consistently updated, accurate, and easily retrievable.

Qualifications

The ideal candidate will be a proactive, self-directed, and organized professional who possesses:

• High school diploma
• Strong attention to detail and accuracy while maintaining the ability to multitask and meet deadlines.
• Solid computer skills are required, with proficiency in MS Office.
• Ability to work effectively independently and collaboratively as part of a team, and a desire to achieve and lead others toward excellence.
• Excellent interpersonal, verbal, and written communication skills.
• Manage multiple complex tasks and maintain composure under demanding deadlines.