Associate Sr, Donor Services

About CRS

Catholic Relief Services is the official international humanitarian agency of the Catholic community in the United States. CRS works to save, protect, and transform lives in need in more than 100 countries, without regard to race, religion or nationality. CRS’ relief and development work is accomplished through programs of emergency response, HIV, health, agriculture, education, microfinance and peacebuilding.

Job Summary

This position provides advanced support for complex internal and external transactions in service to the multiple donor segments of Charitable Giving to advance the vital mission of CRS to achieve an inspirational vision of a world in which all people—with a preferential option for people who are poor, vulnerable and marginalized—have opportunities to fulfill their human potential. The strategic, systematic, and personal relationships with donors this position supports are key to maximizi ng private revenue for the agency.

To support the engagement of an increasingly diverse and growing number of donors in this vision, this position integrates donor inquiries from multiple channels to ensure data quality while maintaining positive donor experiences to uphold the reputation of CRS externally in an increasingly intense media environment. This includes advanced support of the donor engagement function within Donor Services and operational excellence to ensure data quality across increasingly complex integrated information systems. This position must maintain the knowledge, skills, and abilities to support transactions that require advanced knowledge of integrated databases and donations from Major Gifts to Planned Giving and Annual Giving, including those with enhanced restrictions related to the agency’s first targeted leadership giving campaign.

Job Responsibilities:

Donor Engagement

• Provide advanced support to Charitable Giving portfolios within Leadership Giving and Individual Giving:
• Respond on behalf of or rout inbound donor inquiries to the appropriate portfolio relationship manager or unit
• Oversee advanced donor correspondence
• Ensure advanced strategic, systematic, and personal responses to donors by researching donor issues by gathering material and updating information from a variety of marketing and communications channels
• Oversee resolution of donor issues and/or problems through the appropriate donor communications channel, providing accurate information while displaying good stewardship in each communication

Communications

• Field donor inquires involving media attacks against CRS and respond appropriately to uphold the company’s reputation
• Communicate a comprehensive knowledge of CRS, its organizational structure, programs and policies to donors and external stakeholders

Operational Excellence

• Ensure data quality advanced support for our Integrated Information Systems by maintaining the integrity of donor records
• Process EFT and credit card transactions in a secure and confidential manner to ensure the integrity of the donor’s financial data
• Process rejected checks & credit cards and inform donors of the transaction with advanced service
• Accurately enter pledges and changes for monthly giving programs
• Champion our Moments of Truth initiative that highlights meaningful, impactful donor interactions
• Perform other related tasks including as required

SPECIAL REQUIREMENT

1. Due to the concentration of activity at year-end, there is a limit on PTO during our busy season which is from December-January of each year.
2. This position requires the ability to work remotely and in Baltimore HQ as deemed necessary for department needs.
3. The position requires call center sign in between 9am-5pm Monday-Friday.

Key Working Relationships:

Internal: Primarily Donor Services and Charitable Giving staff, other departments as needed

External: Donors and vendors.

Qualifications:

• Bachelor’s degree in related field or 2 – 3 years’ experience in administration.
• Previous call center customer service experience preferred
• Experience in fundraising or non-profits a plus
• Ability to demonstrate proficiency in Microsoft Office products

Personal Skills:

• Ability to take initiative and exercise good judgment independently
• Excellent interpersonal and organizational skills
• Team player with the ability to work well with all levels of staff.
• Exceptional analytical and problem-solving skills
• Effective at multi-tasking and establishing priorities
• Strong written and verbal communication skills
• Highly organized, motivated, and detail-oriented

Catholic Relief Services carries out the commitment of the Bishops of the United States to assist the poor and vulnerable overseas. Our Catholic identity is at the heart of our mission and operations. We welcome as a part of our staff and as partners people of all faiths and secular traditions who share our values and our commitment to serving those in need.