Associate IV - Donor Account Processes

At ALSAC you do more than make a living; you make a difference. We like people who are different… because we’re different, too. As one of the world’s most iconic and respected nonprofits, we know what it’s like to stand out. That’s why we’re looking r background, perspective, and desire to make an impact set you apart. As we work to help St.

Jude cure childhood cancer, we’re calling on the game‑changers, innovators and visionaries to join our family. Not just for the kids of St. Jude, but also for you. Because at ALSAC, we develop and celebrate our employees. So, bring your whole, authentic self and become part of our shared mission:
Finding cures. Saving children. Job Description

The Associate IV – Donor Account Processes supports departmental leadership by scheduling and distributing work, completing donation processing functions using proprietary software, and ensuring production and quality standards are met. This role is responsible for scanning, donation processing, adjustments, balancing, reconciliation, and maintaining strong internal controls so that all donations are posted accurately and within established service level agreements (SLAs). This position also participates in User Acceptance Testing (UAT) and serves as a backup to the DAP Supervisor as needed.

• Uses strong active listening and interpersonal skills when communicating with donors, volunteers, and employees.
• Conveys information clearly and concisely; asks effective open‑ended questions to gather needed information.
• Accurately collects data required to complete transactions or account updates.
• May support multiple programs and fundraising initiatives simultaneously.

• Enters, updates, and maintains accurate donor account information across multiple systems.
• Navigates the organization’s proprietary CRM and related platforms to process transactions and maintain data accuracy.
• Fully documents donor and volunteer interactions, notes, and transactions.
• Maintains PCI compliance and adheres to all ALSAC policies and procedures.
• Protects the integrity and confidentiality of all donor data.

• Delivers a superior donor experience in every interaction, including handling transactions and inquiries.
• Represents the values and brand of St. Jude Children’s Research Hospital in all donor and volunteer communications.
• Builds donor loyalty and tailors service to each individual’s relationship and history with the organization.
• Maintains knowledge across multiple programs, systems, and processes.

• Uses a high level of concentration and understanding of donor account processes to complete donation processing, adjustments, deposit balancing, and controls.
• Corrects errors in file uploads and performs additional donation processing tasks as needed.
• Monitors batch processing daily and communicates delays to management.
• Utilizes reporting systems to create batch and transaction reports.
• Completes all assigned gift processing tasks efficiently to meet departmental SLAs.
• Operates scanners and prepares materials for processing.

• Meets established production and quality goals as outlined in DAP policies and procedures.
• Ensures timely processing of all received donations to maintain SLA commitments.

• Independently researches and resolves donor issues in a timely manner.
• Communicates with internal departments, banks, and external vendors to resolve inquiries.
• Uses SQL queries as needed to troubleshoot data issues and support testing of new systems, processes, and procedures.

• Interprets reports and reviews various work streams to ensure timely receipt, processing, and release of work.
• Identifies trends and takes appropriate action to resolve concerns.

• Applies strong critical thinking and attention to detail to reconcile files and records.
• Verifies that all work received has been processed and that batches are released…