Ministry Function:

The Donor Engagement Director will serve Convoy of Hope by leading the process for recording donations and donor information and oversee the customer care functions related to overseeing credit card donations, lockbox donations, ACH donations, account changes and resolving all other customer issues within the scope of donor data management and support.

Essential Duties and Responsibilities:

1. Responsible for overseeing and developing strategies related to donor care and donations within the scope of donor support services.
2. Supervise and lead the Donor Engagement team in their daily functions, including temporary data entry staff or volunteers.
3. Assist in developing and implementing strategies to streamline the donor engagement strategy.
4. Oversee and coordinate the efforts of the data management staff to ensure timely and accurate data entry and coding.
5. Oversee data entry and donor record clean-up.
6. Oversee and review reconciliations related to cash, credit card processors and financial reporting along with the Sr. Director, Radio & Donor Engagement.
7. Facilitates communication and oversees team as they resolve issues related to donor care, as directed by the Sr. Director, Radio & Donor Engagement.
8. Collaborate with IT and the Digital Project Director along with the web team in building online chats for live question & answer with donors.
9. Oversee troubleshooting customer issues over the phone and via email.
10. Oversee resolutions regarding donation and account issues by assisting the donor engagement team with clarifying the donor’s problem; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
11. Oversee the maintenance of donor information and database records by updating account information.
12. Oversee the processing of donations and any adjustments needed by working in cooperation with the donation entry team.
13. Oversee the team as they make strategic outbound calls and look for opportunities to increase giving and minimize attrition for monthly donors.
14. Oversee the preparation of donor and/or donation reports by collecting and analyzing donation information.
15. Oversee the management of communication with individuals raising funds and/or donating through Convoy of Hope's peer-to-peer fundraising platform.
16. Serve on a Convoy task force related to providing excellent call and email responses to anyone who contacts Convoy for any reason.
17. Collaborate with Development and their Events Working Group.
18. Help identify and negotiate pricing and services of outside vendors.
19. All other duties as assigned.

Required Knowledge, Skills, and Abilities:

1. High School diploma or equivalent required.
2. 5 years experience in customer service position required.
3. 2 years supervisory experience required.
4. Ability to communicate clearly and professionally, both verbally and in writing.
5. Ability to manage difficult situations and individuals with tact and professionalism.
6. Has a pleasant, patient, and friendly attitude that can be discerned through the phone by customers.
7. Strong decision-making and analytical abilities.
8. Strong detail orientation and communication/listening skills.
9. Attends and actively participates in COH At Home Week meetings and activities as a required responsibility to the organization and fellow team members.
10. Serve as an advocate for the ministry, striving to nurture, broaden and develop financial and other resource opportunities to support and expand organizational and program ministry.
11. Ability to positively represent the ministry of Convoy of Hope, including its mission statement and core values, to all outside constituencies.
12. As a Christian organization, Convoy of Hope believes it is critical that each staff member embraces the organization's religious purposes for which it exists and not only agrees with its Statement of Faith but demonstrates it in their lives on an ongoing basis.