Description
Job Summary
The Specialist, Donor Care connects with donors via phone, email, correspondence, and events across all HMG brands to achieve annual giving goals and to drive engagement and support of HMG’s mission. The Donor Care Specialist is responsible for answering calls and responding to emails, handling donor inquiries, researching required information, resolving donor complaints, processing payments (via Credit Cards, Checks, ACH, etc.), entering new donor information into donor software, updating existing donor information, identifying priority issues, routing calls to appropriate resource, following up on donor calls, and documenting all call information. Coordinate duties with other Specialists, Donor Cares. Reports to Sr Director, Donor Care. Hope Media Group the home of KSBJ, WayFM, Vida Unida and NGEN radio. This position resides in list Houston.

Essential Functions

Customer Service:

• Respond to donor calls and e-mails in a timely manner; schedule coverage as needed.
• Maintain professional demeanor with constituents and work to establish a positive rapport with every caller.
• Update constituent info in the donor database during and after each call
• Print, fold, stuff and send mail to donors.
• File pledges and payments
• Call donors to update address and payment information.
• Manages key performance metrics as established for this position.
• Forward prayer calls/requests from donors to Prayer Team; pray with constituents when appropriate
• Data entry, training, volunteers, etc. during pledge drives
• Meet/exceed quarterly goals/metrics along with one-year goals.
• Accomplishes key performance metrics as established by stewardship leaders
• Refers unassigned donors with qualifying giving history or estimated gift capacity to appropriate stewardship leader

Data Processing:

• Handles and/or oversees daily donations to include lock box from bank, on- line gift verification and local deposits.
• Process donor payments and refunds, according to donor intent
• Process online donor account changes and web transactions
• Update donor address records based on returned mail from all departments.
• Interface with matching gift companies and processing all donor matching gift paper and electronic forms
• Alert Stewardship Team of major donor gifts for acknowledgement

Demonstrated Faith:

• Pray for coworkers in team meetings or with donors/listeners as needed
• Participate in Support Drives as needed
• Participate in ministry wide Christian bible studies
• Attend weekly Hope Huddle and team meetings for prayer and devotions
• Maintains a personal relationship with Jesus Christ. Is a consistent witness for Jesus Christ. Maintains a courteous, Christ-like attitude in dealing with people within and outside of the organization

Non-Essential Functions:

• Any other duties assigned

Requirements
Requirements and Qualifications

Education:

• High School diploma or GED required. Associates Degree preferred.

Experience:

• Two years hands-on data management, customer service and/or administrative experience with emphasis on automated data processes.

Knowledge, Skills and Abilities:

• Strong moral character
• Budget management
• Heart for Christian ministry
• Has a personal relationship with Jesus Christ. Spiritually grounded and working knowledge of scripture
• Must be an active member of a Bible believing local church.
• Proficiency in using Microsoft Word, Excel & Teams. Proficiency with
• Allegiance. Ability to be trained in Microsoft Dynamics, WAVE, Charity
• Engine, Virtuous, Raise Donors and other software applications.
• In-depth attention to detail regarding data entry and numerical accuracy, with a focus on data analysis and data integrity
• Able to prioritize and multitask within a fluctuating workload.
• High level of organization and time management in an environment with frequent interruptions
• Able to clearly communicate both verbally and in writing with constituents and corporate partners by telephone, e-mail, and in person.
• Able to work with minimal supervision, both independently and within a team.
• Must demonstrate initiative.
• May require flexibility in work schedules.

Supervisory Responsibilities:

• None

Working Conditions and Environment

Travel:

• Local travel as needed.

Nights/Weekends/Holidays:

• Occasionally as event planner/participant.
• Occasionally for conferences or retreats.

Physical Requirements:
The physical demands 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 Activity may include Talking. Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly. Hearing. Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.