What are the responsibilities and job description for the Donor Services Coordinator position at Jewish Federation of Greater Philadelphia?
Description
Position Summary: This is an important function in our Donor Services team which serves the Jewish Federation by ensuring accurate and timely entry of data into the Federation’s donor database. This role is responsible for gift administration best practices and is expected to work closely with not only the Finance department, but with Events, Marketing and Fundraising teams
The Donor Services Coordinator will be the Jewish Federation’s primary point of contact regarding donor giving issues, concerns and/or questions. This position is also responsible for coordinating administrative support for larger projects in collaboration with theProject Director, with a focus on the timely resolution of cross-department donor account management problems.
Essential Duties and Responsibilities:
* Courteously, and professionally handle overflow of donor giving-related phone calls, making sure that all incoming calls are answered in a timely manner.
* Provide necessary training to the Donor Services team so that the entire team is cross-functional.
* Responsible for taking pledge and payment information over the phone, working with FRD, IT and Finance to research and analyze donor account issues, and process adjustments and refunds according to company policies and procedures. This includes accurate and timely entry of data into the Jewish Federation’s donor database.
* Responsible for the accurate and timely entry of all data into the Jewish Federation’s CRM system.
* Creation and management of credit card installment agreements
* Document all Donor Services procedures and periodically review, revise, and enhance to increase productivity and efficiency.
* Monitor the receipt of new or updated constituent (donor) biographic, demographic, and non-giving information (via mail returns, phone, account services email, etc.), assigning as appropriate to ensure the timely and accurate entry into the Federation’s Blackbaud CRM system.
* Support all aspects of the Tribute process, ensuring that all necessary data is captured, recorded, and cleansed before generating weekly Tribute letter batches, which are then sent to the mailroom staff to print and send.
* Track and report on tribute gifts / ecards processed online.
* Monitor the receipt of all online and internal pledges and payments (including check, lockbox, telemarketing, stock, wire transfers, DAF distributions, recurring credit card payments, etc.).
* Liaise with the Finance team to answer questions, resolve issues, and provide necessary backup such that all transactions comply with FASB, GAAP, and IRS guidelines.
* Complete and submit New Fund Request Forms and journals as needed; provide training/assistance to FRD on the proper completion of required Restricted Gift Transmittal forms, Internal Pledge forms and other required supporting documentation
* Review and reporting of all telemarketing gifts and payment tracking
* Contacting donors to secure payments for outstanding pledges.
* Complete the weekly gift acknowledgment process including email processing through Hubspot and mailing of thank you letters based on giving levels.
* Other duties as assigned.
Requirements
* Strong project management, problem solving, and organizational skills
* Excellent customer services skills
* Advanced communication and interpersonal skills to professionally and courteously work with donors and their representatives, internal clients and other Federation personnel
* In-depth knowledge of Jewish Federation policies and procedures regarding donor accounts and thorough understanding of gift administration best practices
* High level of comfort working in a computerized environment and multiple technology platforms including MS Office, Blackbaud CRM, Engaging Networks and other systems as needed.
* Experience with data extracts and working in databases.
* Accuracy in data entry with exceptional attention to detail
* Sufficient manual dexterity for operation of PC keyboard and other standard office equipment
Education & Training Requirements:
* 3-5 years of related experience in customer service and support, with some higher education or specialized computer training
* Strong project management, problem solving, and organizational skills
* Excellent customer services skills
Overview
Jewish Federation of Greater Philadelphia offers a competitive compensation and benefits package, including a hybrid work schedule, medical, dental, vision, prescription drug program, life insurance, generous paid time off and 403b retirement savings
program.
Our Mission
The Jewish Federation of Greater Philadelphia mobilizes financial and volunteer resources to address the communities’ most critical priorities locally, in Israel and around the world.
Commitment to Diversity
We deeply value the diversity of insight, perspective, and experience brought by people from backgrounds typically underrepresented in Jewish institutions. This includes Black, Latinx, and Asian people, Black Jews, Jews of Color, lesbian, gay, bisexual, trans, and gender non-conforming people, and people with disabilities. We also welcome applications from people of diverse religious, spiritual, and cultural backgrounds.
The Jewish Federation of Greater Philadelphia offers an exceptional workplace culture, incredible health, dental and wellness benefits, a retirement savings plan with employer match and generous paid time off.
