Specialist I, Donor Engagement

About CRS:

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.

Job Summary:

This position, part of the Donor Support and Data Integrity team in Donor Services, supports donor engagement efforts including call center staffing, workflow support, and reporting and KPI tracking. The position also serves as a de facto team lead providing leadership and direction during busy giving seasons. In addition, the position manages a portfolio of projects to plan and implement specialized donor acknowledgments for strategically important donor portfolios including Leadership Giving and Planned Giving donors, with unique knowledge, s kills, and abilities in campaign gifts, IRA gifts, and gifts of securities.

Job Responsibilities:

Operational Excellence

• Plans and implements the delivery of sensitive and special handling donor acknowledgement letters
• Ensures quality and excellent donor service by reviewing data from letters to ensure accuracy against our database’s records.
• Manages routine processing of duplicate acknowledgement requests on a weekly basis
• Manages processing of individual year-end tax receipts requests
• Manages daily call center report as support to team leadership with communications to key internal stakeholders

Donor Engagement

• Cultivate constructive donor relationships by interacting with donors by telephone, email, and postal mail
• Analyze inbound donor mail and email, responding directly to the inquiry or routing the inquiry to the appropriate department
• Field donor inquires involving media attacks against CRS and respond appropriately to uphold the company’s reputation
• Answer inbound calls coming into the company’s switchboard and exercise good judgement in the routing of those calls
• Maintain the integrity of donor records which include but is not limited to inquiry documentation, donation history, and donor biographic information
• Research donor issues gathering material and updating information from a variety of sources including our internal intranet, our official company website, and the Internet to ensure effective, quality donor responses
• Ensure data quality with regular internal review 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 exercise independent judgement and discretion in creating correspondence to donors informing them of the transaction
• Write and distribute special correspondence to donors as requested
• Champion our Moments of Truth initiative that highlights meaningful, impactful donor interactions

SPECIAL REQUIREMENT

Because of 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.

Key Working Relationships:

Internal: Donor Services, Leadership Giving, Planned Giving, and other Charitable Giving staff; other divisions as needed

External: Donors and vendors

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

Disclaimer: This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.

Note: Applicants must be eligible to work in the US at time of application. Applicants will need to be able to travel to CRS Baltimore HQ approximately 4 – 5 times a year.

Equal Opportunity Employer

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.