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Donor Relations Assistant

Donor Relations Assistant

Project HOPEWashington, DC, US
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Donor Relations Assistant, Development and Communications

Location : District of Columbia, United States

Project HOPE is an international NGO of more than 900 engaged employees and hundreds of volunteers who work in more than 25 countries, responding to the world's most pressing global health challenges. Throughout our 60-year legacy, Project HOPE has treated millions of patients and provided more than $3 billion worth of medicines to local health care organizations around the world. We have helped build hundreds of health programs from the ground up and responded to humanitarian crises worldwide.

Code of Conduct : It is our shared responsibility and obligation to treat each other with respect, take affirmative steps to prevent matters involving Sexual Exploitation & Abuse and Trafficking in Persons, and to disclose all potential and actual violations of our Code of Conduct, which may include Conflicts of Interest, Fraud, Corruption, Discrimination or Harassment. Together we can reinforce a culture of respect, integrity, accountability, and transparency.

Position Summary : The Donor Relations Assistant is the first point of contact for donors and supporters contacting Project HOPE via phone, email, and mail. They resolve donor requests with care and efficiency, deliver exceptional donor experience, and document all donor interactions promptly in the CRM system (Raiser's Edge NXT). They also support the Development Operations team by processing inbound mail and ensuring donor records remain accurate and up to date.

In coordination with the Mass Market Fundraising team, the Donor Relations Assistant also supports stewardship activities for sustainers and mass market donors on an as needed basis, including welcome calls, milestone outreach, and lapsed sustainer recapture efforts.

This position involves being in the Washington, DC office at least 3 days a week and more frequently during giving seasons and emergency response periods. The Donor Relations Assistant coordinates in-person coverage with the Development Assistant to ensure that mailed correspondence is managed daily.

Principal Responsibilities :

Donor Services & Experience

  • Represent Project HOPE in a professional manner in all interactions with colleagues, donors and stakeholders.
  • Act as frontline representative for incoming donor communication across the donor services phone line and other Project HOPE lines, shared email inbox, and physical mail; ensure positive interactions with donors that lead to resolution of their requests and provide an excellent experience.
  • Use Zendesk to log, triage, and resolve tickets across phone and email; maintain template library and macros; and build and run reports.
  • Conduct outreach to donors to resolve issues with their gifts, process refund requests, or other processing issues.
  • Develop, update and maintain donor services SOPs, donor response messaging playbook, and adjust workflows based on volume and priorities.
  • Monitor patterns and themes of incoming donor correspondence and provide feedback to fundraising teams to improve the donor experience.

Constituent Management & Mail Support

  • Open and sort inbound donor mail; perform data hygiene updates in Raisers Edge NXT (address changes, name corrections) and other routine tasks.
  • Promptly update constituent information and communication preferences in Raiser's Edge NXT as requested by donors.
  • Manage donor opt-outs and suppression requests from fundraising appeals and communications.
  • Support secure processing of credit card donations received by phone or mail in compliance with internal controls.
  • Manage sustainer cancellations, downgrades or pauses from a variety of platforms, per SOPs.
  • Crosstrain on gift entry tasks and provide backup support for Gift Processing team as needed.
  • Participate in special projects and perform other duties as assigned.

    • Donor Stewardship Support

  • As needed, conduct welcome and cultivation calls at key milestones and support lapsed sustainer outreach through phone, email, and mail touchpoints using approved scripts / templates.
  • Fulfill donor-related acknowledgment and replacement receipt requests in a timely and accurate manner.

    • Minimum Qualifications :

  • Exceptional attention to detail and oral and written communication skills.
  • Highly organized, professional, and self-motivated, able to work both independently and collaboratively as part of a team.
  • Intermediate or higher proficiency with Microsoft Word, Excel, PowerPoint, and Outlook.
  • Able to work in an ambiguous environment, juggle competing needs and move rapidly on requests and deliverables.
  • Demonstrated experience adhering to confidentiality with sensitive information.
  • Passion for international relief and development work.

    • Preferred Qualifications :

  • Undergraduate degree or equivalent work experience preferred.
  • Experience with Zendesk or similar customer service software a plus.
  • Experience providing customer service via phone, email, or in-person preferred.
  • Experience with data entry and in a CRM database such as Raiser's Edge NXT, or similar.

    • Physical Demands and Work Environment :

  • The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Physical demands : While performing the duties of this job, the employee must be mobile in an office environment and able to use standard office equipment. Must be able to communicate in verbal and written form and must be able to travel internationally.
  • Work environment : Typical office environment with exposure to a minimal noise level. Emergency deployments may be in resource-deprived environments with austere living conditions. Travel for extended periods may be by air and / or other modes of transportation. While international travel is not a regular part of every job, programmatic needs may require it intermittently. Project HOPE employees may be required to travel or work in countries where working conditions are classified as "hardship."

    • Salary range starting at $___TBD___ per year. Compensation for the role is dependent on several factors, including a candidate's qualifications, skills, and experience. Project HOPE offers comprehensive benefits as part of the total compensation package, including health, dental, vision, and life insurance, 403(b), paid leave, and much more. For more information about our benefits, please visit our benefits page.

    Notice to applicants : Project HOPE does not conduct direct solicitation / recruitment via email. Project HOPE never asks job applicants for payment or financial information at any stage of the recruitment process. Project HOPE will never send you a third-party check and ask you to cash it. If you have been recruited via email, please contact Compliance@projecthope.org.

    Due to the substantial number of inquiries, we receive, only candidates who have met the required experience & qualifications for this position will be considered. No phone calls please. However, since we are active around the world in the field of public health, we may wish to retain your CV in our database for other / future opportunities, unless you direct us otherwise.

    Thank you very much for your interest in Project HOPE.

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    Assistant • Washington, DC, US