Donor Services Officer - Washington, United States - FINCA International

Description

A CAREER TO END POVERTY: ABOUT FINCA

FINCA believes that we can end poverty by investing in the potential of people.

We started in 1984 with a single subsidiary and a powerful idea: if low-income entrepreneurs could form a village bankTM to share a loan and guarantee repayment, they could access the funds to invest in their farming operations, grow their businesses and improve their standard of living. It was the dawn of what we know today as microfinance.

Remaining true to this original idea but evolving our business model to better meet the wants and needs of our customers, FINCA is now a global leader of responsible financial services and social enterprise serving more than 2.6 million customers with an array of financially sustainable interventions designed to improve the financial health and wellbeing of those who need it most.

We are a double bottom line company that puts the voice of our customers at the center of everything we do, in every country we work in. We engage them in a dialogue around what they need most to get out of poverty, and we test and scale sustainable solutions that meet that need.

We welcome candidates with diverse backgrounds and considers people at all career stages who want to help us in our goal to end poverty. We seek individuals with whom we can build strong and lasting relationships – people who care about, and have respect for, customers. We look for colleagues who approach their work with joy, innovation, energy, and a sense of service beyond self.

All candidates must submit a cover letter as part of their resume attachment to be considered.

Thank you for applying.

SUMMARY

The Donor Services Officer (DSO) is a member of FINCA's direct marketing team and collaborates with other members of the marketing, fundraising, and development department as well as with FINCA's accounts receivable team. The DSO processes most gifts received in-house, responds to queries from donors and the public, spot checks data entry done by FINCA's caging company for completeness and accuracy, ensures FINCA stays in compliance with state fundraising regulations and maintains registration with federated/workplace giving campaigns, and provides administrative support to the team.

ESSENTIAL DUTIES include the following. Other duties may be assigned.

Donation processing (35%)

• Open and route all mail received at FINCA's offices, identifying and separating donation items from non-donation items as well as identifying and separating donation items for in-house processing from donation items for third-party processing
• Process all credit card donations (one-time and monthly) received in-house
• Process all donations made by ACH and review monthly FINCA's bank statement to confirm that all such donations have been identified and entered
• Enter workplace giving and donations made through third parties (e.g., Fidelity, United Way) into FINCA's donor database

Donor stewardship (35%)

• Serve as point person for responding to incoming phone calls (live calls and voicemails), letters and emails from donors and the public
• Update donor records (name, address, solicitation preferences, etc.) as requested by donors
• Contact donors whose donations were rejected by the bank asking them to resubmit the donation
• Contact lapsed and lapsing monthly donor asking them to update their payment details
• Draft customized language for acknowledgement letters sent in response to direct mail appeals
• Send acknowledgement letters to high value direct marketing donors
• Process returned mail and update donor records as appropriate
• Spot check data entry by FINCA's caging firm and alert them to errors

Fundraising applications (10%)

• Prepare FINCA's annual application to be certified as a member of Global Impact
• Prepare FINCA's annual application to maintain its charitable and/or corporate registrations in states that require such filings
• Prepare FINCA's annual application to participate in workplace giving campaigns managed by Global Impact and in the World Bank Community Connection Campaign
• Prepare FINCA's applications to conduct telemarketing campaigns in states that require such filings

Office administration (20%)

• Process all invoices received by the direct marketing team and the communications team
• Review authorizations to proceed received from FINCA's direct marketing agency to confirm that they are reasonable and within budget
• Support reconciliation of revenue tracked by fundraising team with revenue as tracked by the accounts receivable team

SUPERVISORY RESPONSIBILITY

• Individual contributor, no staffing supervision
• Day-to-day supervision of vendor responsible for caging and keying donations made to FINCA and of vendor responsible for processing monthly donations and credit card donations

COMPETENCIES

• Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Writes clearly and informatively.
• Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity – Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions.
• Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals, especially at year-end which is FINCA's principle giving season; Completes tasks on time or notifies appropriate person with an alternate plan.
• Attendance/Punctuality – Commits to working in FINCA's physical office at least three days per week; Is consistently at work and on time; Ensures work responsibilities are covered when absent.

QUALIFICATIONS

Education & Experience

• High school graduate or G.E.D. equivalent, bachelor's degree preferred
• Two years relevant clerical experience in a marketing, fundraising or sales department, including one year of data entry or related tasks in Raiser's Edge or a similar donor/sales database

Language Skills

• Fluency in English required
• Fluency in one of FINCA's other core language a plus

Computer Skills

• Literacy with all standard office software
• Familiarity with Raiser's Edge or other customer relationship management system

KEY DELIVERABLES

• Annual fundraising targets achieved
• 99+% accuracy in donation processing tasks and timely close-out of gift entry each month
• 24-hour response to all donor enquiries
• All fundraising applications completed by deadline

TRAVEL REQUIREMENTS

• none