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Donor Choice Service Specialist - United Way Greater Kansas City
Description
Mission: To improve lives by mobilizing the caring power of Greater Kansas City
We’re more than fundraisers. We’re hand-raisers and game-changers. We go looking for the tough issues in our community, and with your help, we go solve them. United Way of Greater Kansas City unites donors, volunteers, businesses, nonprofits and community leaders to help change the lives of those in need. We are making Kansas City and the surrounding area better…100 years and counting.
We are a team of adaptive, driven, focused and flexible innovators working to solve and support some of the biggest challenges in our community. Our team culture is collaborative, and our office environment is flexible – with a hybrid virtual and in-office environment. We believe that working hard and playing hard are essential to a job well-done. Come be a part of the pinnacle nonprofit in our community!
Position Summary:
The Donor Choice Service Specialist provides day-to-day operational support to the Finance Department and Process Improvement Team. This role is responsible for processing the United Way of Greater Kansas City campaigns and Out of Area campaigns. The position ensures campaign results are accurately reported and donor funds are designated to the appropriate agencies in a timely and efficient manner. Success in this role requires the ability to manage multiple projects, prioritize competing demands, and exercise sound judgment.
Responsibilities:
The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Donor Designations: Data Entry | Attention to Detail
Customer Service: Communication | Confidentiality | Professionalism
Process Improvement: Proactively contribute to the ongoing development and improvement of departmental processes and policies.
Relationship Building: Maintain knowledge of UWGKC’s work and communicate it effectively to strengthen engagement and support brand value.
Annual Goals: Collaborate with UWGKC team members to ensure individual goals align with and support broader organizational priorities.
Flexibility: UWGKC continues to evolve in response to a changing external environment. Flexibility is essential in this role, along with a willingness to take on additional responsibilities to support team success.
We’re more than fundraisers. We’re hand-raisers and game-changers. We go looking for the tough issues in our community, and with your help, we go solve them. United Way of Greater Kansas City unites donors, volunteers, businesses, nonprofits and community leaders to help change the lives of those in need. We are making Kansas City and the surrounding area better…100 years and counting.
We are a team of adaptive, driven, focused and flexible innovators working to solve and support some of the biggest challenges in our community. Our team culture is collaborative, and our office environment is flexible – with a hybrid virtual and in-office environment. We believe that working hard and playing hard are essential to a job well-done. Come be a part of the pinnacle nonprofit in our community!
Position Summary:
The Donor Choice Service Specialist provides day-to-day operational support to the Finance Department and Process Improvement Team. This role is responsible for processing the United Way of Greater Kansas City campaigns and Out of Area campaigns. The position ensures campaign results are accurately reported and donor funds are designated to the appropriate agencies in a timely and efficient manner. Success in this role requires the ability to manage multiple projects, prioritize competing demands, and exercise sound judgment.
Responsibilities:
The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Donor Designations: Data Entry | Attention to Detail
- Review and resolve all write-in designations on a weekly basis.
- Verify agency information, including IRS status, eligibility to receive tax-deductible donations, and contact details.
- Establish and maintain General Accounting Units (GAUs) and agency accounts in CRM (Salesforce).
- Set up and maintain agency vendor records in accounting software (Sage Intacct), including accurate vendor names, addresses, and banking information.
- Set up and maintain agency contact records and portal users.
- Prepare and process designation payouts according to the established schedule and procedures.
- Review discrepancy reports and resolve discrepancies prior to payout.
- Process adjustments before payout.
- Maintain updated contact records based on returned emails.
- Review suspended payout reports and update records as needed.
- Process payouts in CRM (Salesforce).
- Process ACH payments and checks in accounting software (Sage Intacct).
- Send required communications related to payouts.
- Monitor returned ACH payments and checks and follow up to resolve issues as needed.
- Monitor stale checks, obtain updated contact information from agencies, and reprocess checks as needed.
- Reprocess returned ACH payments and checks.
- Maintain all reports and supporting documentation.
Customer Service: Communication | Confidentiality | Professionalism
- Monitor and respond to agency requests and questions submitted through Cases in CRM (Salesforce).
- Manage the shared Designations email account and provide exceptional service to internal and external customers.
- Respond to inquiries from the Help Desk, main phone line, and internal teams by researching issues and providing timely follow-up.
Process Improvement: Proactively contribute to the ongoing development and improvement of departmental processes and policies.
Relationship Building: Maintain knowledge of UWGKC’s work and communicate it effectively to strengthen engagement and support brand value.
Annual Goals: Collaborate with UWGKC team members to ensure individual goals align with and support broader organizational priorities.
Flexibility: UWGKC continues to evolve in response to a changing external environment. Flexibility is essential in this role, along with a willingness to take on additional responsibilities to support team success.
Requirements
Education and/or Experience:
Skills & Competencies:
Core Competencies
Position Leader: Senior Director, Donor Services
Position Leads: None
FLSA Status: Non-Exempt
United Way of Greater Kansas City - Equal Opportunity Employer
http://www.unitedwaygkc.org/about/careers
About United Way of Greater Kansas City
United Way of Greater Kansas City, celebrating its 100th anniversary this year, serves the five-county metropolitan area of Kansas City, partners with 145 agencies and serves more than 40,000 donors. The organization’s mission is to improve lives by mobilizing the caring power of Greater Kansas City. Its focus is to improve the health, education and financial stability of every person in the community. United Way of Greater Kansas City’s partners include global, national and local businesses, nonprofits, government, civic and faith-based organizations, along with educators, labor leaders, health providers, senior citizens, students and more. For more information, please visit www.UnitedWayGKC.org.
- An associate degree is preferred.
- Two years of experience is preferred, ideally in a high-volume, deadline-driven data entry or processing environment.
- Demonstrates excellent customer service and a strong reputation for integrity and professionalism. Builds trust and maintains effective relationships with internal and external customers by understanding and responding to their needs.
- Demonstrates a desire to learn and grow, curiosity about how this role supports the work of others, and an ability to understand the broader organizational picture.
- Demonstrates strong organizational skills and attention to detail, with the ability to manage multiple activities, use resources efficiently, maintain organized files and information, and work constructively with other UWGKC team members.
- Makes timely decisions, even when working with incomplete information and under tight deadlines or pressure.
Skills & Competencies:
- Data Entry & Numerical Aptitude: Demonstrates strong data entry skills and comfort working with numbers, with the ability to process large volumes of information accurately and efficiently.
- Accuracy & Attention to Detail: Maintains a high level of accuracy and attention to detail to ensure data integrity and reduce errors in all aspects of work.
- Document Interpretation: Ability to read, analyze, and interpret reports, forms, and policies with a clear understanding of required actions and potential implications.
- Communication Skills: Communicates clearly and professionally, with the ability to convey information effectively, engage stakeholders, and respond appropriately in a variety of situations.
- Customer Service Excellence: Demonstrates a strong customer service orientation and a commitment to providing responsive, courteous, and solution-focused support to internal and external customers.
Core Competencies
- Catalyst: A change agent who actively convenes partnerships with others who offer diverse backgrounds, experiences and perspectives to drive community transformation and foster mission goals.
- Achievement: Driven to make a difference – actively sets challenging stretch goals – passionately and purposely aims to achieve them; demonstrating adaptability and perseverance.
- Responsive: Can be counted on to do what he or she says will be done. Models a consultative engagement approach in all interactions developing relationships both internally and externally, brings the “right” stakeholders into decisions and actions; and resolves conflicts respectfully.
- Excellence: Invests in continuous learning, generously shares knowledge and strives to do the right thing in all endeavors to positively reflect the UWGKC brand and mission.
- Solutions: Exhibits fierce resolve to understand root issues that impact achievement of results. Collaborates to devise creative, innovative solutions to optimize outcomes for those we serve.
Position Leader: Senior Director, Donor Services
Position Leads: None
FLSA Status: Non-Exempt
United Way of Greater Kansas City - Equal Opportunity Employer
http://www.unitedwaygkc.org/about/careers
About United Way of Greater Kansas City
United Way of Greater Kansas City, celebrating its 100th anniversary this year, serves the five-county metropolitan area of Kansas City, partners with 145 agencies and serves more than 40,000 donors. The organization’s mission is to improve lives by mobilizing the caring power of Greater Kansas City. Its focus is to improve the health, education and financial stability of every person in the community. United Way of Greater Kansas City’s partners include global, national and local businesses, nonprofits, government, civic and faith-based organizations, along with educators, labor leaders, health providers, senior citizens, students and more. For more information, please visit www.UnitedWayGKC.org.
Click to Apply: Donor Services Specialist
Job Type: Full Time
United Way Greater Kansas City
