Donor Care Associate
Position Overview
Position: Donor Support & Relationship Management.
Department: Fund Development.
The Donor Care Officer is responsible for managing relationships with donors and providing frontline external engagement for Africa Relief & Community Development’s Fundraising Department. This role involves handling public interest professionally, managing donor inquiries, and maintaining accurate records within Salesforce. The Donor Care Officer ensures all correspondence aligns with ARCD’s policies, relevant professional codes of conduct, and applicable regulations. The role includes donor stewardship, handling donation queries, and supporting fundraising administration efforts.
Key Responsibilities
- Provide frontline, external engagement for ARCD fundraising, handling public interest professionally and courteously (including expressing thanks, handling complaints, and providing information).
- Respond to donor correspondence and queries across a range of media, including phone, email and social media
- Enter and maintain accurate data in Salesforce.
- Perform daily update and maintain the CRM system (Salesforce).
- Ensure all correspondence complies with ARCD’s policies and procedures, relevant professional codes of conduct and standards, regulations and legislation covering charities’ activities.
- Individual giving donor stewardship and administration.
- Provide timely and courteous acknowledgement to donors in line with ARCD standards.
- Record all changes to donor details (including campaigns and appeals to respond to inquiries effectively)
- Handle all donation queries (e.g. invalid credit card, unsigned checks etc.) and communicate with donor appropriately.
- As directed, ensure that all donor income is recorded in Salesforce and handled properly.
- Fundraising and cultivation.
- Manage relations with donors insuring consistent engagement, reporting, and support.
- Additional support for fundraising administration as needed.
- Be the first point of contact for telephone fundraising inquiries. Monitor email inbox and respond or forward as appropriate as directed by your manager.
Qualifications
- Bachelor’s degree required.
- Fluency in English and Arabic.
- Strong organizational and time management skills.
- Proven ability to interact effectively and communicate well.
- Ability to interact effectively with people from diverse backgrounds.
- Energetic with the ability to multitask.
- Experience in fundraising is preferred
- Strong record keeping skills and basic writing skills
- Proficient in Microsoft Office.
- Knowledge of, or the ability to learn, Salesforce.
- Must be eligible to work in the United States.