JOIN OUR TEAM AS BILINGUAL DONOR ENGAGEMENT OFFICER

Are you looking to use your knowledge, skills and talents to make a direct impact on the lives of children?
Consider joining UNICEF Canada – one of Canada’s most respected and historic charities – and be part of a high-impact, mission-driven team working across Canada and globally to create a better world for children.
UNICEF Canada is seeking to recruit a talented and high-performing individual in the role of Bilingual Donor Engagement Officer.

POSITION DESCRIPTION

The Bilingual Donor Engagement Officer is responsible for providing inspiration and support through dynamic communications and engagement to our supporters / donors. Some of the high-level responsibilities include building supporter confidence and trust in the UNICEF brand, increasing satisfaction with supporters through day-to-day exchanges and solutions as well as creating supporter loyalty to attain a long-term relationship through excellent donor servicing and interaction with other departments.
Responsibilities:

Customer Service (70%)

• Perform inbound & outbound call management providing First Call Resolution
• Represent the UNICEF brand mission and values through verbal and written communication
• Utilize opportunities to cross-promote programs
• Answer supporter / donor correspondence (mail, e-mail)
• Support acquisition & loyalty campaigns by cross promotion and upselling
• Build on partnerships and promotions by informing supporters about current initiatives
• Translate information / materials required for administration
• Transfer inquiries to appropriate UNICEF staff members
• Assists with follow-up correspondence/communication with donors.

Data Entry/Processing (30%)

• Respond to supporter / donor inquiries regarding tax receipts, donation processing, order status, address changes, changes to monthly giving
• Accurately process donations in a timely manner as required
• Accurately process supporter orders as required
• Administrative duties as assigned
• Ensure that all training documentation is current and updated as required
• Recommends, implements and communicates procedural changes to improve donor administration

Qualifications

• Secondary School Diploma
• Minimum 3 years of previous call center / customer service experience
• MS Office (Word, Excel, PowerPoint, Outlook), Raiser’s Edge
• Excellent verbal and written communication skills in both English and French
• Excellent at multi-tasking and thrive in a fast-paced environment.
• Strong time management skills
• Must be able to draft formal business correspondence and accurately enter information in various databases.
• Effective Listening Skills
• Proactive ability to solve problems and effectively provide donors with customized solutions

An Employer of Choice: What We Offer
UNICEF Canada is where diverse talent and passion come together to create extraordinary impact for every child. We are committed to being an employer of choice and building a culture that is inclusive, ambitious, compassionate, and high impact.
Members of the UNICEF Canada team have access to the following employee benefits:

• Centrally located head office in mid-town Toronto with satellite offices in Calgary and Montreal
• Easily accessed by public transit and a short walk from several parking locations
• Inclusive and accessible co-working and meeting spaces designed to foster purpose at every turn and accommodate the diverse needs of employees