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 engagedemployees and hundreds of volunteers who work in more than 25 countries,responding to the world's most pressing global health challenges. Throughoutour 60-year legacy, Project HOPE has treated millions of patients and providedmore than $3 billion worth of medicines to local health care organizationsaround the world. We have helped build hundreds of health programs from theground up and responded to humanitarian crises worldwide.

Code of Conduct

It is our shared responsibility andobligation to treat each other with respect, take affirmative steps to preventmatters 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 orHarassment. Together we can reinforce a culture ofrespect, integrity, accountability, and transparency.

POSITIONSUMMARY:

The Donor Relations Assistant is the first point ofcontact for supporters reaching out to Project HOPE via phone, email, or mail. Theyresolve donor requests promptly and in accordance with established customerservice stands, delivering an exceptional donor experience with care andefficiency. Other responsibilities include documenting all interactions in theCRM system (Raiser's Edge NXT), sorting inbound mail, processing donations andreceipt requests by phone, email, or mail, and ensuring donor records remain accurate and up to date.

In coordination with the MassMarket Fundraising team, the Donor Relations Assistant also supports stewardshipactivities for monthly donors and key mass market donors as needed, including welcomecalls, milestone outreach, and lapsed sustainer recapture efforts.

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

This position involvesbeing in the Washington, DC office at least 3 days a week and more frequentlyduring giving seasons and emergency response periods. The Donor RelationsAssistant coordinates in-person coverage with the Development Assistant toensure that mailed correspondence is managed daily.

PRINCIPALRESPONSIBILITIES:

DonorServices & 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.

ConstituentManagement & 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.

DonorStewardship 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

PREFERREDQUALIFICATIONS:

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 ANDWORK ENVIRONMENT:

The physical demands and work environmentcharacteristics described here are representative of those that must be met byan employee to successfully perform the essential functions of this job.Reasonable accommodations may be made to enable individuals with disabilitiesto 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."

Salaryrange starting at $48,000 per year. Compensation for the role is dependenton several factors, including a candidate's qualifications, skills, andexperience. Project HOPE offers comprehensive benefits as part of the totalcompensation 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 notconduct direct solicitation/recruitment via email. Project HOPE never asks jobapplicants for payment or financial information at any stage of the recruitmentprocess. Project HOPE will never send you a third-party check and ask you tocash it. If you have been recruited via email, please contact

Due to the substantialnumber of inquiries, we receive, only candidates who have met the requiredexperience & qualifications for this position will be considered. Nophone calls please.

However,since we are active around the world in the field of public health, we may wishto retain your CV in our database for other/future opportunities, unless youdirect us otherwise.

Thank youvery much for your interest in Project HOPE.