Contact Center Associate

The expected salary range for this position is $19.33 - $21.88. Employees in specific high cost of labor locations in the United States (such as San Francisco, CA and Seattle, WA) may qualify for a geographic differential. Compassion International is not responsible for third parties who omit this information when copying and re-posting job openings.

Please note: This is a full-time role that works onsite at our Global Ministry Center in Colorado Springs, CO.

Why You Should Apply

Being a part of the Kingdom work happening here at Compassion is truly an exciting honor. Our team is comprised of business-minded Christ Followers who have a passion for child advocacy, are 100% here for one another, and work together knowing we are all parts of one body in Christ.

One of the most amazing aspects of working for Compassion is the investment we make in our team members, both spiritually and professionally! If you are chosen for this position, you can expect to participate in things like weekly team huddles, monthly team meetings, monthly chapel, and even prayer groups! We are so blessed to support our mission of releasing children from poverty in Jesus’ name! We hope you will join us in this mission and allow God to work in and through your life!

Overview

IMPORTANT – PLEASE NOTE: The first six weeks will consist of all-day training onsite at our Global Ministry Center to ensure team members are fully equipped when taking live calls, chat and email to and from sponsors and donors. To be considered for this position, you must be available to attend every day of in-person training. Once training is completed and on-the-job training begins, your regular schedule will be between the hours of 9:00am MT – 5:30pm MT, Monday through Friday.

As a Supporter Care Associate, you play a critical role in how Compassion cares for its supporters. You will respond to and resolve sponsor and donor inquiries, providing information, communication, and service within a contact center environment. This role involves processing donations, managing cases, updating accounts and commitments, and handling exceptions received through various channels—including phone, mail, email, chat, and case submissions.

You will also initiate outbound communication with sponsors and donors to clarify financial transactions, account details, donation methods and designations, and commitment information. These interactions typically follow automated workflows and exception resolution procedures.

In addition, you will maintain accurate financial records and sponsor/child relationships within accounts. This includes allocating donations and commitments to the appropriate funds, reconciling donations, and preparing daily bank transaction transmissions as needed.

Beyond transactional responsibilities, you will educate sponsors about Compassion’s child development programs, fostering sponsor satisfaction and loyalty. You will be expected to deliver exceptional service to both internal and external contacts, handling sensitive child-related information with care and discretion.

What will you do?

Maintain a personal relationship with Jesus Christ. Be a consistent witness for Jesus Christ, maintaining a courteous, Christ-like attitude in dealing with people within and outside of Compassion, and faithfully uphold Compassion’s ministry in prayer.

Act as an advocate to raise the awareness of the needs of children. Understand Christ’s mandate to protect children. Commit to and prioritizes child protection considerations in all decision-making, tasks and activities across the ministry. Abide by all behavioral expectations in Compassion’s Statement of Commitment to Child Protection and Code of Conduct. Report any concerns of abuse, neglect or exploitation of children through Compassion’s internal reporting process and appropriately support responses to incidents if they occur.

Uphold and engage in Compassion’s core Cultural Behaviors.

Receive training to ensure competence for all Associate Level II tasks and functions, as well as specialized financial transactions and resolution, detailed customer account maintenance, and specialty account processing. Provide back up and support on a regular basis.

Receive and/or respond to contacts, verbally and/or in written form (as applicable) from sponsors, fielding questions regarding numerous areas related to Compassion, sponsor accounts, country/child information, general information, and/or other ministry related information.

Initiate and maintain a high volume of regular sponsor accounts. Research and resolve account problems, escalating to senior associates when needed. Determine best pairings for sponsor-requested product and commitment levels, link sponsor to children and products in computer system.

Research and resolve journal entry errors or problems from personal contributions.

Work within the automated workflow system to allocate sponsor/donor monies to the appropriate funds or accounts, and maintain the sponsor/child relationship. Apply appropriate coding procedures for allocation of funds to sponsor account, sponsorship and/or commitment.

Maintain assigned accounts and process exception transactions that require additional research than regular transactions.

Provide sponsors with excellent service that builds loyalty to Compassion and the overall mission of the ministry. Resolve sponsor problems, answering questions accurately while adhering to published guidelines. Follow protocol to offer options for an on-going relationship with Compassion and reinforce sponsor commitment to the ministry.

Communicating in a way that reflects and supports Compassion’s mission, values, vision and strategy. Responsible for achieving individual performance and attendance metrics and contributes to overall service targets.

As directed, participate in available training and coaching opportunities to expand knowledge and abilities related to this role.

What do you bring?

High school diploma

Superior customer service skills, ideally 1-2 years of experience in a customer service environment

High level of organization and attention to detail

Preferred: Contact center experience; experience receiving phone calls in a corporate setting

What will it take to be successful?

A love for Compassion’s mission and a heart to serve others!

While it is not required to have specific experience beyond the minimum requirements, experience in a customer service type role or a service-oriented environment is desired.

Additional strengths in communication skills, patience, empathy, critical thinking and problem-solving skills are desired.

If you possess these skills, are a customer-focused individual, and like working in fast-paced environments, then we want to hear from you!

Why work here?

The mission: Join a team that is motivated to release children from poverty in Jesus’ name.

Our benefits: Receive generous paid time off, 10% contribution to a 403(b) retirement fund on top of your salary, excellent healthcare coverage, free short-term professional counseling, and more.

Spiritual growth: Participate in regular chapel services, prayer groups, and department devotionals.

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