Specialist II, Donor Services and Data Management

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.

This position works with the Donor Support and Data Management Manager, and department and divisional leadership, to serve 1.7M private donors who are tracked in multiple database systems and make approximately 800,000 gifts per year. This position contributes to Charitable Giving’s ability to advance the agency’s expansion and diversification of revenue generation, including various revenue streams. The position serves as a deputy to the unit manager to provide team leadership and direction for daily operations. In addition, the position is responsible for coordinating specialized donor acknowledgments for Specialized gifts and Leadership Giving donors requiring a knowledge of various gift types including campaign gifts, IRA gifts, and gifts of securities.

Responsibilities for Candidates

Operational Excellence

• Manages the multiple shared email inboxes, from CRS’ websites as well as internal requests from colleagues, to monitor workflow, adjust as necessary, and identify problems in a timely manner to ensure acceptable donor response time.
• Manages the assignment of actions to internal Call Center staff to ensure appropriate workflow, balance, and timely completion. Communicates with external Call Center leadership to address concerns as needed.
• Manages the assignment of gift batches (sets of gifts of a similar type) to Data Management staff to ensure appropriate workflow, balance, and timely completion. On average CRS receives at least 75 batches per day. This volume can increase due to year-end, emergencies, and other events around the world.
• Manages the assignment of incoming donor and constituent voicemails – received via CRS switchboard, direct calls, and escalated from an external call center – to staff to ensure appropriate workflow, balance, and timely completion. Volume is generally 50 – 75 per month.
• Provides daily processing of complete and incomplete batches to monitor workflow and staff productivity, and to ensure timely acknowledgment of gifts. Provides daily processing report tracking incoming calls, outgoing calls, and voicemail turnaround time to ensure prompt response to inquiries.
• Responsible for monitoring and completing security-giving actions based on donor advance notice.
• Ensures donors receive replacement year-end tax letters by monitoring the process through completion.
• Ensures donors receive replacement acknowledgment letters and year-end email requests by running reports on a weekly basis and completing merge and mailing requirements.
• Serves as a deputy to the Senior Manager of the Donor Support and Data Management team. Provide leadership in responding to exceptional donor requests as they arise and providing management assistance as deemed necessary.

Donor Engagement

• Responsible for re-establishing the Moments of Truth initiative which highlights meaningful, impactful donor interactions
• Provides support to Call Center agents to increase skills and provide excellent service to donors and constituents.
• Serves as backup call center agent when needed due to staff absences, high call volume or other needs.

Unit Development and CRS’ Commitment to REDI

• Works with the unit, department, and divisional leadership on staff development, and participates in offering appropriate educational improvement opportunities.
• Collaborates with unit, department, divisional and agency leadership to ensure staff are engaged in CRS’ REDI (Respect, Equity, Diversion & Inclusion) Initiative.

Key Working Relationships

• Internal: Donor Services and Charitable Giving staff; other divisions as needed, especially the U.S. Facing divisions of Mission & Mobilization and Marketing & Communications.
• External: Donors and vendors

SPECIAL REQUIREMENT:

Due to the concentration of activity at year-end, there is a limit on Personal Leave during the busy season during December-January of each year.

“Position is mostly remote with time in CRS offices for staff development as needed, approximately 4 times a year.”

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.