Archived listing. The details below describe a past opening.
Our employer partner is in Non Profit industry, currently looking to add an experienced Donor Care Associate to their team!
Job Overview:
The Donor Care Associate (DCA) is dedicated to delivering exceptional customer service during interactions with our existing and potential supporters, 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 working to increase supporter retention, as well as assisting with fundraising campaigns.
With a focus on strengthening relationships between our supporters and the organization, the DCA is tasked with nurturing positive supporter 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.
Key Responsibilities:
Relationship Management and Daily Activities – 40 %
Handle inbound phone calls, emails, letters, and voice messages to provide exemplary customer service to existing and potential supporters of the organization's with a focus on stewardship, cultivation, and retention.
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 supporter concerns with a "one & done" approach, resolving issues efficiently.
Ensure accurate and detailed documentation of all supporter interactions in the CRM system, including recording payments, income tax receipts, conversations, emails, and donor-supplied documents.
Enhance supporter retention by suggesting alternatives to cancellation and identifying retention opportunities based on outlined KPIs.
Process necessary adjusting entries in accordance with the organization's business rules and escalate issues when necessary.
Provide or update income tax receipts, adhering to the organization's business rules and CRA requirements.
Maintain knowledge of all the organization's campaigns and activities to deliver outstanding supporter stewardship, cultivation, and retention.
Assist team members as needed.
Ensure prompt follow-up to all donor inquiries.
Donor Retention and Cultivation (50%):
Conduct outbound calls for arrears and reminders, focusing on collecting outstanding donations and returning donor files to good standing.
Perform outbound supporter stewardship calls to welcome new supporters and express appreciation for donations received, fostering positive donor relationships.
Support fundraising efforts by upselling during interactions and conducting specific call campaigns to secure new donations for appeals.
Utilize save techniques to improve supporter retention and prevent cancellation of monthly pledges.
Initiate and send necessary correspondence, such as letters, emails, and collateral, to enhance supporter relationships.
Provide superior customer service by promptly addressing donor questions and resolving complaints or concerns.
Other Responsibilities (10%):
Participate in focus groups and cross-functional teams within the organization.
Review Donor Care processes and recommend improvements or changes to the manager as appropriate.
Perform other related duties as assigned.
Qualifications:
Two 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 supporters.
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.
Experience with Microsoft Dynamics 365 or a similar CRM system is considered an asset.
Commitment to the organization's Vision, Mission, and Values.
We thank all applicants interested in this opportunity; however, please note that only selected candidates will be contacted regarding next steps.
Recruitment Transparency & Compliance Statement
Jumpstart Refugee Talent advertises Ontario-based employment opportunities in alignment with the Employment Standards Act (ESA) job posting requirements effective January 1, 2026.
As a third-party sourcing organization, Jumpstart reviews publicly advertised postings to support compliance with applicable requirements, including:
Review of compensation disclosures
Prohibition on “Canadian experience” requirements
Disclosure of artificial intelligence use (where applicable)
Maintenance of posting records for compliance purposes
Procedures to identify and address potentially fraudulent or misleading job postings
Jumpstart does not conduct hiring or make employment decisions. Employers remain responsible for final recruitment processes and employment determinations.
