Donor Services Specialist

Donor Services Specialist

The Donor Services Specialist is a member of the Donor Services team and helps to manage the administrative and operational tasks within the Philanthropy Department. This position ensures accurate donation processing and data entry across all fundraising channels in support of timely donor acknowledgement, accurate coding and record-keeping in the donor database, and exceptional customer service.

This position requires an elevated level of attention-to-detail, accuracy, adaptability, and collaboration. In addition, proficiency in using multiple systems that support the work of the donor services team, including Blackbaud's Raiser's Edge and RENXT, Omatic Cloud, and GoFundMe Pro, as well as sharp computer skills, are needed to properly enter and track all charitable gifts made to Vermont Foodbank. The Donor Services Specialist must work collaboratively within the Donor Services team, full Philanthropy team, as well as the Finance team to solve problems and to reconcile all monthly and year-to-date gifts monthly. This position also works closely with the Strategic Giving team to establish and understand donor intention for accurate gift entry.

The Donor Services Specialist provides direct customer service to donors and works with confidential information. This position is directly involved with the acceptance of philanthropic gifts, the deposit process of these funds, gift coding, and acknowledgement of all gifts. This position helps to maintain an accurate database through regular completion of database clean-up projects, database audits, and yearly financial audits. The Donor Services Specialist is expected to be a team player and work with all consultants, team members, and temporary employees that may be hired during high volume gift times.

Building equity and racial justice into Vermont Foodbank's organizational practices is everyone's responsibility, and it requires the commitment and collaboration of every employee and team. Therefore, everyone is expected to honor diversity, contribute to an inclusive organizational culture, and leverage their own personal agency and scope of influence to center equity.

Vermont Foodbank provides outstanding and robust benefits that support all aspects of your life, inside and outside of work. We are committed to the idea that all employees have a healthy work-life balance and are compensated fairly for the work they do. Vermont Foodbank offers a comprehensive benefits package, beginning the first of the month after date of hire. The benefits include:

• Health Insurance with 100% employer paid premiums
• Dental Insurance with 90% employer paid premiums
• Vision Insurance
• Group Term Life Insurance with 100% employer paid premium
• Short & Long Term Disability with 100% employer paid premium
• 403(b) Pension Plan with employer contribution after 1 year of employment
• Employee Assistance Program and other employee resource and referral services
• 16 paid holidays including the week between Christmas and New Year's
• Vacation and Sick PTO accrued each pay period
• 5 days of Personal PTO each year
• Paid Family & Medical Leave for qualifying events
• Paid Bereavement Leave, Paid Jury Duty, and Paid Civic Engagement Leave

We are an equal opportunity employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status in accordance with applicable laws, including the Americans with Disabilities Act (ADA). We are committed to providing reasonable accommodation to qualified applicants and employees with disabilities throughout the hiring process and employment. If you need assistance or an accommodation to apply for a position, please contact Carlos Camacho at View email address on click.appcast.io.

Global Functions and Responsibilities:

• Work cooperatively with staff and volunteers to support the mission of the Foodbank to meet and sustain organizational goals.
• Positively contribute to an organizational culture of safe and secure food handling, warehousing and distribution.
• The foodbank relies on volunteers everyday to fulfill our mission. All Foodbank employees must support our culture of philanthropy by treating every volunteer with appreciation and respect.
• This position will occasionally be required to travel to other Foodbank locations and to attend required meetings, trainings, etc. Some out-of-area and overnight travel may be expected.

Essential Functions and Responsibilities:

• Perform all necessary activities related to entering donations received daily (including, but not limited to, in-house gifts, gifts-in-kind, matching donations, monthly donations, credit card processing, online gifts, lockbox deposits, stock gifts, pledge gifts, ACH gifts and others); priorities and capacity will vary and change based on donation volume
• On a weekly basis, enter all Lockbox and GoFundMePro gifts through the Omatic Cloud
• Work with Omatic Cloud and update/revise gift upload formulas as needed; contact and work with Omatic customer support if needed to redesign formulas
• Work with M&T Bank to ensure that Lockbox data is accurate and collaborate with bank representatives as needed for support.
• Serve as the first line of contact for all donor inquiries and requests and strive to provide exceptional customer service at all times; respond to all requests in a timely manner
• Create and maintain appeal code data in RENXT and Omatic Cloud; work with RKD to translate Mailing Summary data into RENXT for record keeping and donation tracking
• Work with Marketing and Communications to align Appeal Code design between RENXT and GoFundMePro
• Update acknowledgement letter templates in our database, generate all acknowledgement letters and. manage the inventory and ordering of letterhead and envelopes
• Ensure prompt acknowledgement of all donations, including notification of tribute gifts; coordinate customized acknowledgement review with development staff
• Serve as a point person for deposit process; maintain and update SOP for deposit; ensure coverage with Finance team; alternate with the other Donor Services Specialist to log incoming mail revenue, and deposit all donations on a recurring two-day a week schedule
• Oversee monthly donor outreach and update recurring donor plans in RENXT and GoFundMe Pro
• Work with ResolutionsTech during times of great volume to make sure that they follow gift processing SOPs
• Work with Finance to reconcile gifts on a monthly basis, and maintain proficiency in producing canned reports upon request
• Assist Finance and Philanthropy with any troubleshooting or research required in support of reconciliation, donor stewardship, and donor acknowledgement
• Support a healthy database by maintaining accurate constituent records (donors, volunteers, and others) in Raiser's Edge/RENXT, updating and correcting constituent records daily, and time permitting, by assisting with data auditing procedures
• Update SOPs as needed for all job functions
• Work closely with other Donor Services team members on database clean-up projects and other special projects as assigned.
• Maintain competence in Raiser's Edge/RENXT through in-house training and outside training opportunities; pass the Blackbaud RENXT Fundamentals Exam within a year of starting this position
• Serve as a backup to all job duties held by the other Donor Services Specialist
• Participate as a valued member of the Donor Services team and the Philanthropy department by attending team meetings, retreats, and helping where needed, time permitting
• Assist with special projects, such as mailings, handwritten notes, and other departmental needs
• Maintain competence in all tools and software needed to perform this position and complete in-house and outside training as needed

Other Functions:

• Other duties as assigned by the Philanthropy Systems and Database Manager.

Skills/Qualifications:

• The requirements listed below are representative of the education, experience, knowledge, skills, and/or abilities an individual needs in order to perform this job successfully.

Education and/or Experience:

• 0-2 years of experience in office, customer service, or related field required. Bachelors or comparable experience required.

Other Skills and Abilities:

• Customer service and interpersonal skills.
• Ability to be flexible and adaptable.

Language Skills:

• The employee must have strong oral and written communications skills.

Technical/Computer Skills:

• Highly proficient in Microsoft Office Suite and other emerging platforms.
• Donor or other database experience preferred

Certifications/Licenses/Registrations:

• A valid Driver's License.
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