Donor Services Coordinator - Salvation Army in Canada

KEY ACCOUNTABILITIES:

• Donor-Centered Service:
• Coordinate all donor receipts, process all paperwork relating to donations, thank you letters and reconcile all incoming donations
• Coordinate In-Memoriam and tribute gifts
• Provide prompt, friendly responses to donor inquiries and requests via email, phone, or mail, ensuring timely and effective resolution and following up as needed.
• Manage shared inboxes, fulfilling donor requests through updates in Raiser’s Edge and providing duplicate receipts for donors.
• Follow up on donor inquiries received through the national call center and Finance department.
• Provide support for team members, ensuring continuity of donor services and a seamless donor experience during vacations, sick leave, or peak periods.
• Leadership & Legacy Giving:
• Conducts research on prospects, including individuals, corporations and foundations identified by development officers.
• In addition, conducts ongoing research in business, philanthropy, and related fields to identify potential donors and sources of donor information.
• Prepares a variety of reports including contact and giving history and prospect clearance status using database and donor software programs.
• Participates in the formulation of fund-raising strategy specific campaigns and approaches.
• Makes recommendations about appropriate contacts or visits for development staff.
• Assists Development Officers in development-related activities as assigned.
• Remains current with events and trends in local, national, and international philanthropy.
• Finance & Administration:
• Prepare, deliver to bank, and deposit all donations
• Administrative support to the Director of Development
• Maintains departmental files including finance and productivity reports
• Organizes team meetings, team schedules, teleconferences, in-house mailings, donor tours
• Responsible for keeping the development calendar, tracking, and flagging key dates for submissions, reporting/stewardship/recognition
• Perform data entry in Raiser’s Edge NXT, including change of address, mail contact frequency, record creation and updates
• Responsible for queries and reports on Raiser’s Edge NXT, specific to event and ministry unit fundraising
• Research returned mail for address change, name or deceased.
• Understand and apply all CRA donation guidelines
• Handle returned items from the bank, including chargebacks or returned cheques, and investigate and resolve discrepancies, including follow-up with donors and Finance
• Update donor records with gift reversals and track voided receipts.
• Prepare Annual Receipt File and send to data partner.
• Other duties as assigned
• Monthly Giving Program Administration
• Manage the administration of the national monthly giving program, ensuring the timely and accurate processing of recurring donations in the internal system (Raiser’s Edge NXT) and an external donation platform.
• Set up new monthly donors in the system, ensuring accurate entry of donor information, donation amounts, and payment information.
• Update monthly donor records to reflect changes in gift amounts, payment methods, allocations, cancellations, and contact information
• Investigate and resolve issues related to declined transactions, missed payments, or duplicate charges in coordination with Finance.
• Respond to inquiries from monthly donors and ensure any required adjustments are made promptly across systems.
• Mail Bridge of Hope welcome packages to new monthly donors as part of donor stewardship.
• Collaborate with the Finance team to reconcile monthly giving revenue and ensure CRA compliance for tax receipts.

Critical Relationship Management

Internal relationships:

• Member of Development department, serving The Salvation Army across the Canada & Bermuda Territory.
• Key working relationships with divisional PR staff

External Relationships

• Communicates regularly with Salvation Army supporters through phone and email regarding donor inquiries
• Works closely with the national mail processing centre and call centre

Managerial/Technical Leadership Responsibility

• Reports directly to the Donor Services Manager
• Does not have direct reports but may provide incidental guidance to others on occasion, may coordinate projects from time to time and would assist and support workflow coordination providing technical assistance

Financial And Materials Management

• Role is subjected to minor materials management in the receipt, recording, and deposit of donations as well as keeping the development calendar, tracking, and flagging key dates for submissions, reporting/stewardship/recognition which overall should take up less than 10% of its duties
• Accountable to contribute to data management administration in Raiser’s Edge NXT

Working Conditions

• Working environment is typically in the office with little to no travel
• May work outside of regular business hours and work overtime during holiday season or as business requires
• Deals regularly with upset donors
• Work may require occasional lifting of weights up to 20 lbs.

The above responsibilities must be performed in keeping with The Salvation Army’s Mission, Vision and Values, in a professional manner, upholding our code of conduct.

Education And Experience Qualifications

• Post-secondary diploma of 2 to 3 years’ in a related field or relevant experience equivalent

Experience And Skilled Knowledge Requirements

• Three years of experience in donor relations or customer service, using Raiser’s Edge NXT or a similar Customer Relationship Management system

Skills And Capabilities

• Ability to prioritize and manage multiple tasks and a variety of demands in a fast-paced environment
• Strong organizational, administration, verbal and written communication skills
• Detail-oriented with a high level of accuracy
• Exceptional data entry skills with a thorough understanding of fundraising software
• Prompt response that is friendly, diplomatic and donor centric, while ensuring compliance with all policies and regulations
• Advanced knowledge of MS Office including MS Excel and MS Word
• Superior problem resolution and analytical skills, with a strong donor/customer focus
• High standards of integrity, judgement, and the ability to cultivate and maintain relationships of trust and confidentiality
• Flexible, self-motivated, meets deadlines
• Demonstrated commitment to ongoing learning and professional development to stay informed about fundraising trends and the organization’s mission and objectives
• Ability and willingness to adhere to, support, promote, and further the values of The Salvation Army, its Mission Statement, its values and vision, and Fundraising Code of Ethics

Compensation

The target hiring range for this position is $49,912.66 to $62,390.83 with a maximum of $74,869.00.

Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

🔥 SIMILAR JOBS YOU MAY LIKE → APPLY