Donor Services Associate- 11-001- SC/DHQ- Development

Mission Statement

The Salvation Army, an international movement, is an evangelical part of the universal Christian church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

Position Summary

This position processes a variety of donor account transactions professionally, quickly, accurately, and confidentially. Provides an exceptional experience to donors by building relationships and offering appropriate giving and upgrade opportunities. The Donor Services Associate helps to maintain the integrity of the database, assists with donor care issues and helps the Development Department as needed. Works under the direction of the Donor Services Manager. This is a 100% on-site position, working at the Carson, CA office.

PAY RANGE: $23.00-$28.00/HR

Essential Functions

Donor Care

• Respond to donor inquiries by phone and email in a professional, courteous, and timely manner.

• Process donor gifts and related transactions accurately and efficiently.

• Review non-development correspondence and route inquiries to the appropriate department in a timely manner.

• Partner with the Donor Database Supervisor to maintain the accuracy, integrity, and overall hygiene of donor records.

• Consistently review and update donor records in CRM (BBCRM), including:

• Address, phone, and email updates

• Donor and record status changes

• Other account updates and corrections as needed

• Manage returned donations (remits) and expired credit card gifts, proactively following up with donors to help retain and maximize contributions.

• Prepare and provide requested donor documentation, including tax statements and gift records.

• Identify and resolve donor care issues while ensuring a positive and responsive donor experience.

Donor Engagement

• Build and strengthen donor relationships through personalized phone calls, emails, thank-you messages, and other stewardship activities.

• Provide thoughtful outreach to new donors, recurring donors, unassigned donors, and other donors across the Division.

• Identify appropriate opportunities to deepen donor engagement and encourage continued or increased giving.

• Maintain accurate, clear, and timely notes in BBCRM to ensure donor interactions, preferences, and relationship history are effectively documented.

• Create thank-you cards and other donor engagement and stewardship materials using Canva.

• Provide support to the Development Department as needed.

Working Conditions

Must be able to sit, walk, stand, bend, squat, climb, kneel, and twist on an intermittent or sometimes continuous basis. Must be able to grasp, push, pull objects such as files, file cabinet drawers, and reach overhead. Must be able to lift to 25 lbs.

Minimum Qualifications

• High School Diploma or GE, College degree highly preferred

• Minimum of two years professional experience in customer service or related field

• Working knowledge of CRM or database management systems

• Experience working with Microsoft Products: Outlook, Word, Excel, Teams, OneDrive, etc.

• Strong telephone etiquette

Skills, Knowledge & Abilities

• Proven ability to develop strong relationships with donors/clients

• Excellent communication skills

• Excellent organizational skills

• Excellent computer skills

• Ability to work in a fast-paced environment

• Ability to work effectively in a team

• Ability to follow guidelines

• Ability to work independently & under pressure

• Ability to manage multiple projects