Donor Care Associate - Canada Office

at  Children Believe Fund

CAREERS THAT EMPOWER YOUNG DREAMERS

When you make a decision to work with Children Believe you’re not just doing something great for your career, you’re helping empower children around the world to access education, pursue their dreams and be a voice for change. We know there are lots of career options for talented, top performers like you, but not many offer the opportunity to help children live and dream fearlessly. Children Believe is currently recruiting for the following position:
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Donor Care Associate – Canada Office*
The Donor Care Associate is dedicated to delivering exceptional customer service during interactions with our existing and potential donors, serving as their primary point of contact. This involves handling inbound/outbound telephone calls, emails, letters, online chat, and other forms of communication. The role entails not only providing assistance but also striving to increase donor retention, as well as supporting fundraising campaigns.
With a focus on strengthening relationships between donors and Children Believe, the DCA is tasked with nurturing positive donor engagement. This includes personalizing correspondence, conducting phone follow-ups, and sending emails. Additionally, the DCA must possess active listening and call management skills to effectively handle challenging or sensitive calls.
As a member of the Donor Engagement team, the DCA collaborates closely with colleagues to achieve team goals. A proactive and solution-oriented approach is essential to contribute effectively to the team’s success. Attention to detail, adaptability to new technologies, innovation, and effective time management are also key attributes required for this role.
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This role includes, but not limited to:*
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Relationship Management and Daily Activities – 40 %*

• Handle inbound phone calls, emails, letters, and voice messages to provide exemplary customer service to existing and potential donors of Children Believe, focusing on stewardship, cultivation, and retention of donor support.
• Process donations, account contact updates, payment updates, inquiries, complaints, and donor escalations while ensuring compliance with policy and procedures.
• Achieve departmental Service Level Agreements and Key Performance Indicators as specified by the manager.
• Maintain quality assurance for call management, correspondence, and data accuracy.
• Offer subject matter expertise to proactively address donor concerns with a “one & done” approach, resolving issues efficiently.
• Ensure accurate and detailed documentation of all donor interactions in the CRM system, including recording payments, income tax receipts, conversations, emails, and donor-supplied documents.
• Enhance donor retention by suggesting alternatives to cancellation and identifying retention opportunities based on outlined KPIs.
• Process necessary adjusting entries in accordance with Children Believe business rules and escalate issues when necessary.
• Provide or update income tax receipts, adhering to Children Believe business rules and CRA requirements.
• Maintain knowledge of all Children Believe campaigns and activities to deliver outstanding donor stewardship, cultivation, and retention.
• Assist team members as needed.
• Ensure prompt follow-up to all donor inquiries.

• Participate in focus groups and cross-functional teams within Children Believe.
• Review Donor Care processes and recommend improvements or changes to the manager as appropriate.
• Perform other related duties as assigned.
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The ideal candidate possesses:*

• 2 years of customer service experience in a call center or similar environment.
• Demonstrated commitment to providing excellent customer service with a focus on donor satisfaction and retention (saving cancellations and asking donors to make up missed donations).
• Ability to actively listen and show empathy during interactions with donors.
• Strong verbal and written communication skills in English.
• Basic proficiency in business writing, including the ability to create and edit correspondence.
• Familiarity with telephone fundraising or sales is a plus.
• Experience in managing complaints and resolving issues.
• Basic computer skills, including accurate keyboarding (minimum 55 words per minute) and proficiency in MS Word, Excel, and Outlook.
• Ability to perform basic troubleshooting of website and technology issues.
• Willingness to work flexible hours, including overtime if required.
• Fluency in French or Spanish is considered an asset.
• Commitment to Children Believe’s Vision, Mission, and Values.

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Attributes, Traits, Behaviours:*

• Accountability for results and meeting performance goals.
• Exercise good judgment, tact, and diplomacy in interactions with donors.
• Strong commitment to providing excellent customer service
• Ability to influence and persuade donors effectively.
• Excellent team player, willing to collaborate with colleagues to achieve common goals.
• Capacity to multitask and adapt to changing priorities while maintaining focus and meeting deadlines.
• Strong organizational skills and attention to detail.
• Commitment to ongoing professional development and learning.

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Type: Hybrid*

• *Our Hybrid Workplace Program is a flexible work arrangement that permits employees to work remotely while also occasionally being required to come into the Organization’s office. If approved to work from home as part of our Hybrid workplace program; the incumbent must be available to work from the Organization’s office from time to time as determined by the supervisor or as otherwise directed by the Organization.

Compensation: Between $44,000 - $46,000 annually based on experience.
Children Believe offers competitive paid time-off benefits and a comprehensive group benefits plan, including health/dental, life insurance, disability, EFAP and company-match RRSP from the first day of employment.
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Application Process:*
If you believe you have that unique combination of a not-for-profit heart combined with the skills and interest for the “Donor Care Associate” position, then click the “Apply” button found at the bottom of this screen.
Applicants must be legally eligible to work in Canada.
Consistent with our Child Protection/Safe-Guarding Policy the successful candidate must receive clearance by a criminal record check.
Children Believe is committed to diversity in the workplace and is an equal opportunity employer.
Children Believe is committed to providing workplace accommodations. If you require an accommodation, inform us and we will work with you to meet your needs.
We thank all applicants for applying, however, only candidates selected for an interview will be contacted.
People & Culture Team
Children Believe
Job Type: Full-time
Pay: $44,000.00-$46,000.00 per yea