What are the responsibilities and job description for the Customer Service and Matching Gift Analyst position at Highlight?
Overview
The Wisconsin Foundation and Alumni Association (WFAA)*, the private fundraising and alumni relations organization for UW-Madison, is recruiting for a Customer Service and Matching Gift Analyst. The Customer Service and Matching Gift Analyst ensures timely response and resolution to customer service related inquires of Gift Processing. Serves as liaison between WFAA/Campus Stakeholders and Gift Processing Leads to triage and resolve customer service requests. Serves as the matching gift specialist, responsible for verifying eligible matching gift claims, managing the database for the matching gift relationships and claim management.
Who is WFAA?
The Wisconsin Foundation and Alumni Association is a private, nonprofit corporation that encourages individuals and organizations to make gifts to the university and to connect with the UW. In 2014, the UW Foundation merged with the Wisconsin Alumni Association® to better serve a growing population of UW alumni and donors. We believe that private support grows out of good relationships between campus leaders, faculty and program staff who need support, and the alumni and friends who want to invest in UW-Madison. We provide important engagement opportunities to link UW-Madison alumni to each other and to their alma mater, building a strong community of Badgers.
Diversity and Inclusion:
Just as the university community benefits from differing viewpoints, perspectives, and experiences, inclusion and diversity are imperative for the success of our mission. WFAA values people and the differences that they bring to the organization, and creates an environment in which all staff members and constituents feel respected and have opportunities to thrive.
Responsibilities
Gift Customer Service Liaison
Required Qualifications:
The Wisconsin Foundation and Alumni Association is an Equal Opportunity Employer *The Wisconsin Foundation and Alumni Association is the “doing business as” name of the merged organization comprising the University of Wisconsin Foundation (supportuw.org) and the Wisconsin Alumni Association (uwalumni.com). Its legal corporate name is registered as the University of Wisconsin Foundation.
The Wisconsin Foundation and Alumni Association (WFAA)*, the private fundraising and alumni relations organization for UW-Madison, is recruiting for a Customer Service and Matching Gift Analyst. The Customer Service and Matching Gift Analyst ensures timely response and resolution to customer service related inquires of Gift Processing. Serves as liaison between WFAA/Campus Stakeholders and Gift Processing Leads to triage and resolve customer service requests. Serves as the matching gift specialist, responsible for verifying eligible matching gift claims, managing the database for the matching gift relationships and claim management.
Who is WFAA?
The Wisconsin Foundation and Alumni Association is a private, nonprofit corporation that encourages individuals and organizations to make gifts to the university and to connect with the UW. In 2014, the UW Foundation merged with the Wisconsin Alumni Association® to better serve a growing population of UW alumni and donors. We believe that private support grows out of good relationships between campus leaders, faculty and program staff who need support, and the alumni and friends who want to invest in UW-Madison. We provide important engagement opportunities to link UW-Madison alumni to each other and to their alma mater, building a strong community of Badgers.
Diversity and Inclusion:
Just as the university community benefits from differing viewpoints, perspectives, and experiences, inclusion and diversity are imperative for the success of our mission. WFAA values people and the differences that they bring to the organization, and creates an environment in which all staff members and constituents feel respected and have opportunities to thrive.
Responsibilities
Gift Customer Service Liaison
- Provide excellent customer service to WFAA staff, UW-Madison staff, alumni and donors for all gift-related inquiries
- Manage a queue of gift processing customer service inquiries by either resolving the inquiries or by elevating the inquiry to the respective team representative for resolution
- Ensure customer service inquiries are resolved within determined metrics
- Serve as the primary customer service point person for incoming calls to Gift Processing
- Oversee the matching gift program within WFAA
- Communicate with individual donors as well as matching companies relating to matching gift claims, verification of claims and receipt of matching gifts
- Manage the database for matching gifts, including but not limited to managing outstanding claims, employer/employee relationships and matching gift criteria on the employer-matching gift record
- Assist with the development of process guides and make suggestions for improving efficiency and accuracy.
- Keep up to date on system changes and best practices through vendor communications and user group participation as appropriate
- Regularly attend department staff meetings to promote shared information about issues impacting data processing staff
Required Qualifications:
- 3 years professional experience in business operations, customer service or data management roles.
- Experience in customer/constituent relationship management software (CRM). Experience with Blackbaud CRM preferred.
- Communicate effectively both orally and in writing.
- Interpersonal skills using tact, patience and courtesy.
- Organizational skills and detail oriented.
- Ability to prioritize projects, review work for accuracy and complete in a timely manner.
- Work on multiple tasks with interruptions in an energetic, team environment.
- Work well under pressure with periodic heavy workloads.
- Handle and maintain sensitive confidential informati
- Self-starter and self-motivated.
- Experience in a higher education or non-profit setting preferred.
The Wisconsin Foundation and Alumni Association is an Equal Opportunity Employer *The Wisconsin Foundation and Alumni Association is the “doing business as” name of the merged organization comprising the University of Wisconsin Foundation (supportuw.org) and the Wisconsin Alumni Association (uwalumni.com). Its legal corporate name is registered as the University of Wisconsin Foundation.