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Gift Administration Manager

Gift Administration Manager

SIL InternationalDallas, TX, US
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Gift Administration Manager

The Gift Administration Manager (GAM) plays a critical role in establishing confidence in donors that their gifts are stewarded with care and professionalism. This role offers the highest customer service and a consistent donor experience to our giving partners while making sure that each contribution is processed, recorded, acknowledged, and reconciled with precision, compliance, and donor care. As "mission control" for a lean development team, this position strengthens collaboration between the development and finance teams and works with development officers to facilitate retention, relationship with the organization, and deeper engagement. Excellent customer service and attention to detail will help maintain SIL's credibility and build trust, the essential building blocks behind SIL's ability to be well nourished and carry out its mission for the sake of the world's minoritized languages.

Key Result Areas (KRAs)

KRA 1 : Accurate and timely gift processing

This KRA will be fulfilled through the completion of the following objectives :

  • 100% of charitable contributions (cash, checks, credit cards, online gifts, wire transfers, stock, in-kind, and pledges) are entered into the accounting system and donor CRM accurately, within 48 hours of receipt, aligned with donor intent, and appropriate indirect cost recovery amounts are designated. Check scanning, batching, and deposits take place at least twice a week, following control protocols.
  • Donors have been sent personalized, IRS-compliant gift acknowledgments and tax receipts within 72 hours of gift entry, ensuring timely stewardship and reinforcing donor trust. Donor preferences for annual receipts are tracked, and annual receipts have been mailed by January 31.
  • All contributions have complied with IRS and industry accounting standards (including NACHA, PCI, and ECFA). Restricted gifts are tracked with proper documentation, and the organization passes annual audits with no findings related to gift processing.
  • The donor CRM (currently FreshSales) has maintained at least 98% data accuracy for contacts entered, following standardized data entry protocols.
  • The Development team has worked at least monthly to perform reconciliation with the Finance Department, demonstrating a commitment to accuracy and timeliness, with clear documentation, audit-ready recording of activity and segregation of duties. Regular reports on giving trends and donor activity are delivered without error.

KRA 2 : Donor retention

This KRA will be fulfilled through the completion of the following objectives :

  • A warm, welcoming, and consistent donor experience and strong customer service give donors a strong first impression and establish the organization's credibility.
  • Has served donors as an initial point of contact, ensuring that questions and needs of donors are addressed, answering general development phone and email inquiries, or directing specific questions to other SIL staff when appropriate. Has engaged with Finance and Development teams to resolve unclear designations, answered donor questions and concerns, and advocated for donor needs.
  • New donors have received a welcome kit within 1 week of their donation and documented in the CRM. Mailing lists have been validated, and sufficient quantities of the most recent materials have been compiled.
  • Follow-up and relationship building are enabled as donors are researched and qualified, and contacts are assigned to the appropriate contact owners in the CRM.
  • A donation-anniversary recognition procedure has been implemented that acknowledges donors' long-term commitment, strengthens their relationship with SIL, and stimulates continued support.

    • KRA 3 : Development Officer (DOs) Coordination

    This KRA will be fulfilled through the completion of the following objectives :

  • DO portfolios have been proactively supported with timely reminders and tailored project updates or proposals delivered no later than one week before donor interactions contributing to improved donor engagement and cultivation efficiency.
  • Up-to-date, prioritized caseloads and prospect research have been maintained for all U.S.-focused DOs, enabling them to focus 90% of their time on donor-facing activity. High-potential prospects are surfaced monthly to inform strategy.
  • 100% of DO trips are executed with accurate travel logistics, confirmed meetings, and documented contact reports / action items in the CRM within 48 hours post-visit improving continuity and follow-up in donor relationships.
  • All donor-facing project proposals and updates are delivered within 5 business days of request, in coordination with the Project Monitoring Office, based on current, verified field input ensuring relevance and alignment with donor interest and organizational capacity.

    • KRA 4 : Process management

    This KRA will be fulfilled through the completion of the following objectives :

  • SIL's entry points are continually evaluated from a donor perspective, drawing ideas from other organizations, proposing wording or process improvements and compiling donor feedback.
  • Gift entry workflows are regularly reviewed and optimized for efficiency, scalability, and improved donor satisfaction. Automation tools, templates, system upgrades, new technologies, and standard operating procedures (SOPs) are implemented to improve efficiency, accuracy, and donor satisfaction.
  • Our giving platform (currently GoFundMePro) is maintained for the organization by working with stakeholders and other staff across the organization to ensure full functionality, smooth transactions, and accurate reporting.
  • Oversight of CRM Data Entry Quality Control team results in clean CRM data due to proactive updates and duplicate resolution.
  • Together with team leaders, performance metrics are developed, monitored, and tracked to improve staff effectiveness, identify process improvements, and ensure operational excellence.

    • KRA 5 : People management

    This KRA will be fulfilled through the completion of the following objectives :

  • A strong donor-focused culture has been reinforced among Dallas-based and remote staff by establishing a positive and respectful environment and a "team approach" between Development and Finance, and within the donor-facing teams.
  • Strong relationships and open communication have been maintained between Finance and Development about expectations, campaigns, and processes, and with close partner organizations where donations may have been routed incorrectly.
  • Staff supervised by this position are adequately trained and supported to be successful in their responsibilities.
  • At least one other person is adequately cross-trained for all Gift Administration functions to prevent service interruptions and ensure operational continuity.

    • Knowledge, Skills, and Abilities :

  • Strong faith in Jesus Christ as Savior; God honoring lifestyle
  • Knowledge of accounting principles and practices, banking, and the analysis and reporting of financial data.
  • Knowledge of IRS charitable contribution regulations and gift acknowledgment requirements
  • Experience with customer relationship management software (e.g., Salesforce, Raiser's Edge, DonorPerfect), giving platforms (e.g., Classy / GoFundMePRO) and financial software (e.g,. NetSuite, Sage Intacct) is strongly preferred
  • Strong data entry and computer skills (A high level of proficiency with spreadsheet creation and utilization, and with Google Workspace)
  • Proven verbal and written communication skills in a professional setting
  • Problem Solving : Strong analytical skills to resolve complex problems and situations in a timely, accurate and tactful manner.
  • Excellent attention to detail and drive to improve processes
  • Commitment to maintain high ethical standards, expertly handle and safeguard personal and donor information with discretion and strict confidentiality.
  • Passion for the best interests of donors and the transformative nature of biblical generosity
  • Strong customer service traits, projects a sense of empathy and understanding when dealing with others, and demonstrates a sense of sensitivity to the Holy Spirit
  • Demonstrates commitment to see a matter through and ability to manage multiple activities and route tasks to others in order to keep everything humming
  • Instills confidence and trust among fellow staff and our giving partners

    • Education and Experience :

  • Bachelor's degree or equivalent experience required, preferably in Accounting, Finance, Business Administration, or related discipline
  • 3 5 years of experience in nonprofit gift processing, donor database management, or advancement services
  • Understanding of handling needed for every method of donating (e.g. check, credit card, ACH, DAF, gift in kind)
  • Familiarity with missionary and project funding / appeal matters in a nonprofit ministry is preferred
  • A deep and growing walk with the Lord Jesus that includes your personal spiritual growth and the ability to support others in their spiritual growth

    • Training and Orientation :

  • Training will be given in all systems and processes

    • Pay Range

    $65,0

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    Administration Manager • Dallas, TX, US