Donor Services Manager |
| Location: | Baltimore, MD |
| Salary Range: | Grade 22 |
| Exempt/Non-Exempt: | Exempt |
| Benefits: | An excellent benefit package is offered |
| Employment Type: | Full Time |
| Department: | External Relations |
| Description: | The Donor Services Manager works to proactively manage and improve all aspects of the donor experience for Lutheran World Relief (LWR) constituents. This includes oversight for gift data entry, processing and receipting; ensuring accurate database content, integrity and utility by managing facets of data entry, policy and hygiene; proposing and creating systems that improve the donor experience, reduce organizational risk and increase efficiency; and overseeing several initiatives related to LWR's fundraising status, development strategies and acknowledgement efforts. The ideal candidate will have a strong donor service and customer service background, with management experience and the technical capacity to implement industry best-practice in donation management, data input and constituent relationship building. |
| Duties: | - Manage the Donor Services team in the process for entering gift batches into the Blackbaud Raiser's Edge database, following established protocol for gift data entry and acknowledgement.
- Manage online donation processing to include LWRGifts.org and Blackbaud Sphere module. This includes daily downloads of gift and constituent information.
- Establish and evaluate processing and procedures that are used in measuring the effectiveness of Donor Services performance.
- Manages the gift reconciliation of the Raiser's Edge database with the Finance and Administration MIP database, as well as with the International Program Department PPOD database.
- Oversees the Donor Services Associate and also handles donors through customer service calls, emails and letters related to donations and gift processing, as well as communicates with the Philanthropic team about changes in donor habits, requests or updates.
- Supports processes for and oversees the Donor Services Associate in key tasks, including state registrations and planned giving.
- Manages the relationship with the bank lock box (SunTrust) for any data entry or gift processing services and serves as organization liaison to the bank lock box facility (SunTrust) for routine customer service issues.
- In coordination with the Vice-President of Finance, ensures PCI compliance within all aspects of gift processing.
- Either oversee Donor Services Associate, or complete personally, important gift processing tasks, including: recording employee payroll deductions every month in Raiser's Edge; entering Thrivent Choice donors or other third party donors into Raiser's Edge on a monthly basis; entering memorial/tribute gifts and sending cards; Manage campaign pledge records; handling distribution of domestic gifts; and others as needs arise and development strategies grow.
- Manage the Donor Services team in data entry for all contact cards for individual/organizations and other data entry projects as agreed upon to perform in-house in a timely manner.
- Monitor all acknowledgement letters on a monthly basis, determine messaging and strategy to approach, and work with Creative Services to ensure all information is accurate and the letters are varied.
- Working with the Director of Constituent Engagement, develop and support LWR's acknowledgement strategies beyond the acknowledgement letters.
- Supports Finance team in preparation for LWR's annual audit.
- Supervise the Donor Services Associate.
- Engagement in ongoing professional development.
- Other duties as assigned by supervisor.
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| Qualifications: | - Deep commitment to LWR's core values and ability to model those values in relationships with colleagues and partners.
- Undergraduate degree and at least five years of experience with progressively increasing responsibilities in for-profit customer service or non-profit fundraising and donor services.
- Demonstrated advanced proficiency using Raisers Edge or equivalent constituent database.
- Demonstrated donor or customer service management experience, including donation management, gift acceptance policies, donor acknowledgement best practices, confidential handling of donor information and compliance with Payment Card Industry (PCI) data security standards.
- Proficiency with Microsoft Outlook and the Microsoft Office suite of software.
- Experience with and commitment to working in a very diverse workforce.
- Familiarity with Lutheran theology, church structures, and church member motivations and sensitivities preferred.
- Commitment and demonstrated ability to maintain confidentiality and a high degree of accuracy.
- Must have strong data entry skills and extremely accurate keyboarding skills, minimum 50wpm.
- Detail-oriented, with strong organizational, analytical and planning skills
- Coursework in basic accounting preferred.
- Exhibits skills of diplomacy and good judgment. Able to work productively with a wide array of different people and provide a superior constituent experience.
- Demonstrated ability to take initiative and follow through on projects and develop policies with good judgment.
- Ability to work as part of a team.
- Creativity, imagination, problem-solving skills, and the ability to adjust direction and strategies.
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