Donor Care Specialist

OVERVIEW:

The Donor Care Specialist supports donor retention and stewardship efforts by ensuring a high-quality, responsive, and consistent experience for donors across the Golden State Division.

This role serves as a key point of contact for donor inquiries, maintains the accuracy and integrity of donor records, and supports acknowledgment and engagement efforts. The position plays an important role in ensuring smooth day-to-day donor operations, allowing the Development team to focus on relationship management and revenue growth.

DUTIES AND RESPONSIBILITIES:

Donor Care & Communication
o Serve as primary point of contact for donor inquiries via phone and email, providing timely, professional, and solutions-oriented support
o Respond to and resolve donor issues related to gifts, payments, and account updates
o Support donor stewardship through personalized communications, including thank-you letters, emails, and cards
o Assist with execution of donor welcome and seasonal engagement efforts

Database & Gift Processing Support
o Maintain accurate donor records through updates from returned mail, staff input, donor communications, and system integrations
o Monitor and process exception queues, including donor requests, tribute gifts, and information inquiries
o Identify and escalate data discrepancies or donor issues as needed
o Assist with record cleanup, duplicate resolution, and ongoing data integrity efforts
o Coordinate with internal teams and external vendors to resolve donor and gift-related issues

Acknowledgment & Stewardship Support
o Prepare and coordinate donor acknowledgments for gifts outside standard processing channels
o Assist with creation and distribution of donor correspondence and stewardship materials
o Support timely and accurate delivery of donor communications

Operational Support
o Assist Development team during high-volume periods, including year-end campaigns and emergency response efforts
o Provide support for donor-related projects and initiatives as assigned
o Assist with preparation and follow-up for donor events as needed
o Manage multiple priorities with strong attention to detail and deadlines

o Other related duties as required

EDUCATION AND EXPERIENCE:

• High School diploma or equivalent required; Associate's degree or equivalent experience preferred
  * Experience working with donor databases or CRM systems
  * 2+ years of experience in customer service, administrative support, or nonprofit development

SKILLS AND ABILITIES:

• Strong customer service mindset with a focus on donor experience
  * Excellent written and verbal communication skills
  * Strong attention to detail and commitment to data accuracy
  * Ability to manage multiple tasks and meet deadlines
  * Ability to work both independently and collaboratively
  * Adaptable with the ability to manage shifting priorities
  * High level of integrity and ability to maintain confidentiality
  * Knowledge of CRM systems, donor databases, and standard office tools (e.g., Microsoft Office Suite, email platforms)

EQUIPMENT USED:

• Modern office equipment (computers, printers, scanners, phones)
  * Relevant software including CRM/donor database systems and Microsoft Office Suite

PHYSICAL REQUIREMENTS:

• Ability to lift up to 25 lbs. (usually file boxes)
• Ability to sit for extended periods while working on a computer

ADA Statement:

Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A qualified person with a disability may request a modification or adjustment to the job or work environment in order to meet the physical requirements of the position. The Salvation Army will attempt to satisfy requests if the accommodation needed is reasonable and no undue hardship would result.

Acknowledgment of Religious Purposes of The Salvation Army:

The employee acknowledges that he/she has been informed and understands The Salvation Army's religious purpose and status as a church. The employee agrees that he/she shall do nothing to his/her relationship with The Salvation Army as an employee to undermine its religious mission. The employee agrees and understands that his/her services are a necessary part of The Army's religious purposes and his/her work-related conduct must not conflict with, interfere with, or undermine such religious programs or The Army's religious purposes.

At-Will:

I hereby understand and acknowledge that, unless otherwise defined by applicable law, any employment relationship with this organization is of an "at will" nature, which means that the Employee may resign at any time and the Employer may discharge the Employee at any time with or without cause. It is further understood that this "at will" employment relationship may not be changed by any written document or by conduct unless such change is specifically acknowledged in writing by an authorized executive of this organization.