Responsible for assisting with day-to-day processing of campaign transactions, including the coordination of timely intake, logging and recording of campaign related information for pledges, adjustments, and designation changes. The position is responsible for preparing and sending communication to our donor and agency partners. The position will assist with donor and agency information updates in the campaign management systems using data standards with strong emphasis on quality assurance, error resolution and customer support.

The Customer Service and Processing Communications Specialist creates a positive first impression of the United Way for visitors and callers. A primary goal of this position is to make guests feel comfortable and valued while in our office.

Essential Functions

• Data Entry and verification of campaign transactions and designations
• Log and electronically deposit checks
• Create, detach, and close campaign envelopes
• Provide Customer Support for internal and external inquiries related to agency and donor online inquiries, contributor choice guidelines, procedures, and schedules
• Generate and mail donor Thank you letters and update bad addresses for returned thank you letters and update emails for returned emails
• Generate weekly communications to donor and agency partners
• Generate, track and update responses from partner United Ways related to United Way Standard M and fees
• Collect, store, and maintain timely & accurate constituent information in SharePoint
• Research and update donor and agency information
• Recommend process improvements for efficiency and effectiveness related to contributor choice processes

Additional Functions

• Act as the initial point of contact for external visitors.
• Screen, greet and assist visitors upon arrival at the office to ensure office security.
• Answer and redirect incoming calls received on the organization main phone system
• Sort and distribute organization mail and communications in a timely manner
• Prepare daily check log, electronically deposit checks, and verify deposits

Education and Experience

• Required: High School Graduate with a minimum of three years experience
• Preferred: Business School Graduate

Annual Salary Range

• $33,600.00 - $38,000.00

Knowledge, Skills, and Abilities

• Excellent organizational, interpersonal & customer service skills
• Excellent written and verbal communication skills
• Proficient in data entry of transactions and donor demographic information
• Proofreading and problem-solving skills is essential
• Must be comfortable working with a high degree of attention to detail and discretion
• Must be able to work effectively and tactfully with diverse groups of people and able to carry out administrative duties with accuracy and speed
• Must be able to work diligently under pressure in a fast paced environment
• Follow office workflow procedures to ensure maximum efficiency
• Must be self-motivated, work well under pressure, and manage multiple tasks
• Ability to prioritize workload according to existing schedules and deadlines
• Must be able to work in a team environment that requires the ability to shift priorities at a moments notice.

Technical Skills

• Strong computer aptitude with the ability to easily learn new programs, databases, and procedures in an every-changing work environment.
• Proficiency in Microsoft Office and SharePoint Intermediate to Advanced level Microsoft office products (Excel, Outlook, Word, and Teams)
• Basic bookkeeping, general ledger entry and accounting skills
• Ability to learn and understand the integration of multiple campaign management systems (Andar, MIP, Truist, iGuide, Guidestar)
• Must be able to create mail merges and mailing lists as needed.
• Working knowledge of office equipment (postage machine, printers, scanning, faxes, folding machines)

Physical Demands

• Sedentary: Exerting up to 10 lbs. of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. Involves sitting most of the time but may involve walking or standing for brief periods of time.

Travel Requirements

• No travel required