Donor Services Specialist

POSITION SUMMARY

The Donor Services Specialist supports donors by addressing their concerns and needs through the Donor Services email and phone line. This position manages the donor acknowledgement letters, maintains data integrity of the Raiser’s Edge database, oversees matching gift portals, confirmations, and donor reports, and provides general support as the primary backup for the Donor Services team. This role must handle confidential donor information with discretion.

Full‑time

• Reliable, consistent attendance is a requirement. This position requires punctuality and dependable on‑site attendance to meet the needs of the business, including attending and taking part in meetings and presentations.
• Manages the Donor Services email by responding to emails within a 24‑hour timeframe.
• Answers the Donor Services phone line, returns calls to donors within a 24‑hour timeframe, and updates seasonal voicemails.
• Operates with a high level of integrity and the ability to maintain strict confidentiality.
• Maintains and orders office supplies for Donor Services, oversees the meter machine services, and serves as the main point of contact for the meter machine.
• Coordinates with the Donor Services team on the timeframe gifts are entered to process, review, print, and mail acknowledgments.
• Manages all Donor Services outgoing mail.
• Creates and updates specific letters for all donor correspondence.
• Manages volunteer onsite projects.
• Matching Gift Portals:
  Confirms matching gifts, updates credentials, and downloads donor reports.
• Leads the ongoing database maintenance project.
• Updates donor records from returned mail, email, or department requests.
• Assists with uploading information to Raiser’s Edge regularly.
• Maintains and manages clear and accurate donor services operations documents and procedures, including creating best‑practice guidelines and standards.

This position has no supervisory responsibilities.

• High School Diploma from an accredited school or General Education Development (GED) certificate
• 2+ years of experience in an administrative customer service role
• Experience answering phone and email inquiries and providing organizational information
• 1+ years of experience in non‑profit development preferred
• Bilingual in Spanish preferred

None

• Proficiency in Microsoft Suite (Word, Excel, Outlook, PowerPoint), 10‑key, CRM (Raiser’s Edge preferred), and office equipment (printer/scanner).
• Ability to work with a diverse population, including the public.
• Strong customer service skills when answering, screening, and forwarding calls and emails.
• Ability to provide organizational information.
• Ability to work well with other departments.
• Ability to work in a fast‑paced environment.
• Attention to detail and strong organizational skills.
• Excellent written and oral communication skills.
• High attention to integrity, ethics, and sensitivity, particularly regarding confidential information.

Carries out responsibilities in accordance with HFB policies.

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. The job holder in this position would be expected to show the right knowledge, skills, and abilities in the listed areas.

Action‑Oriented / Customer Focus / Drives for Results / Priority Setting / Managerial Courage / Interpersonal Savvy / Creativity / Standing Alone / Time Management / Decision Quality / Self‑development / Patience

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of the job, the employee is required daily to analyze and interpret data, communicate, and remain in a standing or stationary…