Donor Relations Assistant

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 supporters reaching out to Project HOPE via phone, email, or mail. They
resolve donor requests promptly and in accordance with established customer
service stands, delivering an exceptional donor experience with care and
efficiency. Other responsibilities include documenting all interactions in the
CRM system (Raiser's Edge NXT), sorting inbound mail, processing donations and
receipt requests by phone, email, or 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 monthly donors and key mass market donors as needed, including welcome
calls, milestone outreach, and lapsed sustainer recapture efforts.

This role is expected to stay informed and
connected to Project HOPE's global mission by attending internal presentations
and regularly reviewing updates on the website, social media, and fundraising communications.
The Donor Relations Assistant also upholds donor confidentiality and follows secure
data handling standards in all aspects of their work.

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.
Respond promptly to donor inquiries, requests, and complaints during standard business hours in accordance with donor relations SOPs (standard operating procedures), upholding response time standards and expectations.
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 and donor data privacy protocols.
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.
Stay informed and connected to Project HOPE's mission by reviewing internal updates, fundraising materials, social and website updates, and attending periodic presentations.

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.
Project HOPE employees may be required
to travel or work in countries where working conditions are classified as
"hardship."

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.