Coordinator, Donor Services

About the Organization:

It is an exciting time at the Capital Area Food Bank (CAFB) as we continue to undertake our mission of providing good, nutritious food today and food to enable brighter futures. On an annual basis CAFB distributes about 50 million meals worth of food through a network of hundreds of partners across the DMV. We know that creating long term solutions to food security requires more than meals. It requires education, training, and collaboration across the public, private and social service ecosystems. We are seeking people with strong ideas and a passion to come together to address the complex interrelated issues of food security, poverty, and equity. We are expanding in multiple ways: providing food for today and addressing the root causes of hunger by partnering with organizations that provide critical services like job training programs, health care and education. Food has the power to transform lives and move everyone forward. Find out how on our website at capitalareafoodbank.org. Let us discuss how food is at the center of everyone's healthy life!

Position Overview:

CAFB is seeking a Donor Services Coordinator who will play a critical role in supporting the efforts of the food bank’s fundraising teams and provide general and administrative support for the department.  As the first point of contact for donors, this person must always represent the organization in a clear, caring, and encouraging way – spoken and written. The person in this position must maintain a high degree of accuracy at all times. All work is approached with a high-level customer service mindset.

The position demands the highest attention to detail, the ability to work autonomously in a fast-paced multi-function environment, a desire to work efficiently and improve systems and processes, and a passion for internal and external customer service.

Essential Functions:

Donation Processing – approx. 60%

• Help to ensure an accurate and current donor database is maintained.
• Update donor records with address changes, solicitation and mailing preference, contact changes, and changes in donor status in Salesforce as needed.
• Eliminate or merge duplicate donor records as needed.
• Lead and perform daily gift entry. Enter donations and batches into CRM system quickly and accurately, which includes logging, sorting, and batching gifts across multiple giving vehicles. Ensure gift records contain required documentation.
• Facilitate production and delivery of all acknowledgement letters and donation rejection letters (credit cards and checks).
• Assist and support the Donor Services team with monitoring and processing donations in the ACH wire log. 
• Facilitate gift entry and reconciliation of stock donations.

Customer Service – approx. 25%

• Monitor and respond to questions and inquiries from donors using mail, email, phone and from the Donor Services inbox.
• Manage all Friend of the Food Bank (sustainers) donor service needs, including expiration reminders and gift updates.
• Contact and assist recurring donors with lapsed accounts or expired credit cards.

General Development Team Support – approx. 15%

• Assist the Fundraising & Development Team with prospect research, data, and briefings.
• Lead printing and mailing of weekly high-level touchpoints, such as acknowledgments and major gift thank you letters signed by CEO. Coordinate with portfolio owners to ensure customized language is included when appropriate.
• Other projects as assigned.

Minimum Requirements:

• High school diploma or GED equivalent. BA/BS preferred. 
• At least 2+ years of experience in an administrative or clerical support role (volunteer work included).
• At least 2+ years customer service experience, preferably with a non-profit organization (volunteer work included).
• Working knowledge and application of Microsoft 365, including Word, Excel, Teams, and PowerPoint.
• Experience with and working knowledge of fundraising CRM systems, preferably Salesforce.

Skills/Traits:

• Strong commitment to social justice and genuine desire to serve the D.C. regional community.
• Embodies CAFB’s TEAM values.
• Strong commitment to teamwork and to developing and maintaining collaborative team relationships in a fast-paced work environment.
• Flexible, persistent and attentive to detail.
• Ability to multi-task, prioritize and manage time well.
• Good verbal and written communication skills, in order to respond effectively and diplomatically with donors, volunteers, community leaders, general public, and coworkers.
• Interest and ability to learn new platforms and processes.

Physical Requirements:

• Physical activities involve sitting for 80% of the workday.
• Occasionally lifts office supplies up to 20 pounds.
• Ability to travel to sites, as needed, throughout the metropolitan area.                        

Reporting:

• This role reports to the Manager of Donor Services.

Schedule:

• Normal working hours are 9am to 5pm Monday – Friday.
• Hybrid schedule available.

Compensation:

• Compensation is $48,000 to $52,500 / annually

Application Process:

• Interested applicants must submit a cover letter and resume. Applications will be reviewed on a rolling basis.

NOTE: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

WE Offer: At Capital Area Food Bank, we understand that great people make a great organization. We value our people and offer employees a broad range of benefits including competitive compensation and benefits, free onsite parking, complimentary shuttle to metro, professional development, growth, and volunteer opportunities, fun work in a diverse environment.

EOE Statement:

Capital Area Food Bank welcomes and supports a diverse and inclusive work environment. We are committed to equal employment opportunities (EEO) for all applicants seeking employment and for all our employees. CAFB makes employment decisions based on organizational needs, job requirements and individual qualifications without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, personal appearance, military status, gender identity or expression, genetic information, political affiliation, educational status, unemployment status, place of residence or business, source of income, reproductive health decision making or any other characteristic protected by law. Additionally, harassment or discrimination based on these characteristics will not be tolerated at CAFB. To perform the essential functions of this position, reasonable accommodations are available to qualified individuals with disabilities. We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.