POSITION DECRIPTION
Title / Donor Services Assistant
Unit / Donor Services
Reporting to / Donor Services, Database and IT Manager
Location / Level 6, 66 King Street Sydney NSW 2000
Position
Statement / The Donor Services Assistant works within the Donor Services team, supporting the Direct Marketing framework in achieving the organisation’s fundraising goals by providing a high quality, timely and positive donor experience.
Accountabilities and Responsibilities
Unit Management /
  • Strive to meet all Donor Services Key Performance Indicators regarding customer service and donor relations, and internally set targets.
  • Keep abreast of general information regarding the activities and projects of UNHCR in order to respond accurately to donor enquiries.
  • Liaise and demonstrate initiative in dealing with donors via telephone and email in response to various requests for information, change of details, complaints and refunds and when offering donor save options.
  • Provide a professional and timely resolution of queries from donors.
  • Update donor records accordingly and enter all donor communications and response actions on to Raiser’s Edge.
  • As required, assist the Donor Services Team with updating the results from A4U’s volunteer reactivation program.
  • Achieve role specific Key Performance Indicators where specified.
  • Readily participate in all A4U internally organised fundraising and awareness events.
  • Assist and/or process the monthly debit twice a month.
  • Assist and/or process telemarketing imports and updates for Credit Card Expiry Date Changes, upgrades, reactivations and conversions received following telemarketing activity.
  • Assist and/or process updates on volunteer reactivation sheets.
  • When necessary, monitor A4U “Info” email account.
  • Assist and/or process new Face 2 Face monthly donor forms onto the Raiser’s Edge database, follow up any bank account inconsistencies with donors and highlight any other details to be followed up on Welcome Call.
  • Assist and/or process single gift donations into Raiser’s Edge database, complete banking requirements and issue donation receipts in a timely manner.
  • Assist and/or process online donations into Raiser’s Edge database in a timely manner.
  • Assist and/or process month end reconciliations of direct deposits into A4U bank accounts.
  • Develop, maintain and update procedures as required.
  • General administration and database integrity management.
  • Assist in implementation of the A4U Emergency Strategy as required.

Organisational Responsibility /
  • Demonstrate an active and dedicated commitment to the A4U’s Mission, Vision and core principles.
  • Comply with A4U’s Policies and Procedures.
  • Observe all legal and legislative requirements.
  • Assist in the development of, and participate in A4U’s initiatives, projects and events.
  • Cultivate productive and collaborative working relationships and outcomes through open and inclusive planning, continuous information sharing and transparent work practices.
  • Liaise with others in a professional, respectful and constructive manner.
  • Ensure a high level of confidentiality and integrity.

Selection Criteria
Essential Qualities /
  • Knowledge of best practice donor care.
  • High level of customer service skills.
  • Fast, accurate and efficient data-entry skills.
  • Competent level of written and verbal communication skills.
  • Experience in office administration and/or or data entry work.
  • Ability to show initiative and respond to a range of requests and complaints from donors.
  • Awareness of the key principles of the Privacy Act.
  • Ability to prioritise a variety of tasks to meet competing deadlines.
  • Demonstrated ability to build relationships and work with others within the organisation.
  • Excellent analytical and problem solving skills.
  • Excellent written and communication.
  • Advance computer skills, including all Microsoft office products.

Desirable Qualities /
  • Experience working with a relational database, ideally Raiser’s Edge or a similar platform.
  • Previous employment in sector.

Person Specifications /
  • Highly motivated, with an ability to complete tasks, and a strong attention to detail.
  • Strong planning and organisational skills.
  • Ability to engage a wide range of key stakeholders.
  • Results-oriented.
  • Able to Multi task.
  • Work under pressure.
  • Adaptability, flexibility and problem solving skills.
  • Team player - open, friendly and approachable.

Key Competencies /
  • Customer focus
  • Self motivated
  • Planning and organising
  • Teamwork
  • Flexibility and adaptability
  • Results orientated

Key Core Organisational Competencies
  • Composure - Maintains effective performance under pressure, presents a positive disposition and maintains constructive interpersonal relationships - including receiving constructive feedback regarding outcome.

  • Decision Making - Identifies issues, problems, opportunities and determines that action is needed and involves other as needed to ensure quality and commitment of decision.

  • Initiating Action - Looks for and takes advantage of opportunities to act beyond what is required and suggest methods and procedures to improve department operation.

  • Interpersonal Communication – Cultivates productive and collaborative working relationships and outcomes through open and inclusive planning, continuous information sharing and transparent work practices.

  • Job Knowledge/Functional and Technical Skills - Applies knowledge and skills to meet requirements.

  • Quality of work - Accurately and carefully follows process and procedures for completing work, ensuring a high quality output of work.

  • Service Orientation - Actively seeks information to understand customers’ circumstances, i.e. needs/expectations and responds quickly to meet customers’ needs and resolve problems.

  • Team Focus – Develops effective relationships with colleagues and team members within and across organisational units.

  • Work Habits - Conduct work within the established (and acceptable) department practices and demonstrates professionalism and workplace etiquette.

Version 2 Position Description – Donor Services Assistant August 2016

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