Donor Services Specialist

Job Description

Job Description

Donor Services Specialist

Department: Development / Advancement
Classification: Full-Time, Non-Exempt
Location: Houston, Texas

Position Summary:

The Donor Services Specialist plays a key role in supporting the fundraising and advancement efforts of Covenant House Texas by ensuring accurate gift processing, donor data integrity, timely acknowledgments, and exceptional donor service. This position serves as an important connection between donors and the organization, helping ensure every donor interaction reflects professionalism, gratitude, accuracy, and the mission of Covenant House Texas.

The Donor Services Specialist manages day-to-day gift entry and donor records, assists with reconciliation and reporting, responds to donor inquiries, and supports Development team members with the information and administrative processes necessary to cultivate and steward donors effectively.

Essential Duties and Responsibilities:

Gift Processing & Acknowledgment:

• Process and accurately record donations received through checks, credit cards, online giving platforms, ACH, stock, donor-advised funds, matching gifts, and other giving channels.
• Ensure gifts are properly coded according to campaign, fund, appeal, source, and donor designation.
• Generate and distribute timely donor acknowledgment letters, tax receipts, tribute notifications, and other donor correspondence.
• Process recurring gifts, pledges, pledge payments, and adjustments.
• Identify and appropriately escalate unusual, complex, restricted, or high-value gifts.
• Maintain documentation supporting gift transactions and donor intent.
• Support timely processing of gifts during high-volume fundraising periods and campaigns.

Donor Database Management:

• Maintain accurate and complete donor records within the organization's CRM/database.
• Create new donor records and update contact, demographic, communication, and giving information.
• Research and resolve duplicate records and data inconsistencies.
• Maintain appropriate donor recognition, solicitation, communication, and confidentiality preferences.
• Conduct routine data quality reviews to ensure database accuracy and consistency.
• Follow established data-entry standards and procedures.
• Assist with database imports, exports, queries, lists, and reporting as needed.

Donor Relations & Customer Service:

• Provide responsive and professional service to donors by telephone, email, and written correspondence.
• Respond to questions regarding donations, receipts, recurring gifts, donor records, and giving history.
• Research and resolve donor concerns promptly and courteously.
• Ensure donor interactions reflect the organization's commitment to gratitude, respect, responsiveness, and stewardship.
• Coordinate with Development colleagues when donor inquiries require relationship management or additional follow-up.

Gift Reconciliation & Financial Coordination:

• Partner with Finance to support accurate and timely reconciliation of contributed revenue.
• Prepare gift batches, deposit documentation, transaction reports, and supporting records.
• Research and resolve discrepancies between the donor database, payment platforms, bank deposits, and financial records.
• Maintain appropriate documentation and internal controls for gift processing.
• Assist with month-end and year-end reconciliation and reporting activities.

Development Operations:

• Support Development staff with donor lists, mailing lists, reports, event information, and campaign data.
• Assist with direct mail, digital campaigns, special events, and fundraising initiatives.
• Maintain accurate campaign, appeal, fund, and source coding.
• Support donor segmentation and stewardship activities.
• Assist with special projects, database cleanup, audits, and process improvements.
• Document procedures and recommend opportunities to improve efficiency, accuracy, and donor experience.
• Provide administrative support to the Advancement/Development department as needed.

Qualifications:

Education & Experience:

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Two or more years of experience in donor services, nonprofit development, database administration, accounting support, customer service, or a related field preferred.
• Experience working with a fundraising CRM or donor database strongly preferred.
• Experience processing financial transactions or performing reconciliation is a plus.

Knowledge, Skills & Abilities:

• Exceptional attention to detail and commitment to accuracy.
• Strong data-entry and database-management skills.
• Excellent organizational and time-management abilities.
• Strong written and verbal communication skills.
• Demonstrated commitment to providing excellent customer service.
• Ability to manage confidential donor and financial information appropriately.
• Ability to prioritize multiple assignments and meet deadlines.
• Strong analytical and problem-solving skills.
• Proficiency with Microsoft Excel, Word, Outlook, and related business applications.
• Ability to learn and effectively use fundraising databases, online giving platforms, and other Development technology.
• Ability to work collaboratively across Development, Finance, and other departments.
• Ability to maintain accuracy and composure during high-volume fundraising periods.

Core Competencies:

• Donor-Centered Service: Treats every donor interaction as an opportunity to strengthen the donor's relationship with Covenant House Texas.
• Accuracy & Accountability: Takes ownership of data quality, financial accuracy, and timely completion of responsibilities.
• Confidentiality: Protects sensitive donor, financial, youth, employee, and organizational information.
• Collaboration: Works effectively with colleagues across Development, Finance, Programs, and Administration.
• Continuous Improvement: Identifies opportunities to improve systems, processes, efficiency, and donor experience.
• Mission Alignment: Demonstrates a commitment to the mission, values, and young people served by Covenant House Texas.