Donor & Agency Services Lead

JOB DESCRIPTION (Non-Management)

Job Title:

Donor & Agency Services Lead (Union)
Employment Status:
Full-Time
Department:
Finance & Operations (Pledge Processing)
Grade: 25
Date Prepared: 11.04.2025
FLSA Status:
Non-Exempt

Under the direction of the Pledge Processing Manager, provide exceptional customer service to UWGMWC donors, agencies, and internal staff. Responsible for the day‑to‑day operation of the Donor Help Desk, Agency Help Desk, Agency Portal and internal Pledge Processing inbox. Lead customer service process improvement initiatives; provide centralized and wrap‑around support for customers; collaborate with other departments to research and resolve customer issues.

Activities are summarized below as they relate to each area.

Include the following, but are not limited to:

• Manage the Donor Help Desk, responding in a timely manner to phone and email inquiries from donors, including questions about designations, tax receipt, gift distribution, fee structure, payments, and refunds.
• Provide technical support to donors making donations on United Way online giving platforms.
• Coordinate with internal departments to answer donor questions.
• Administer outreach to donors designating to ineligible designations, including phone, letter and email follow‑up.

• Administer the Agency Help Desk, responding in a timely manner to phone and email inquiries from nonprofit agencies, including questions about the Reporting Portal, donor information, account information, report information, and fund distribution.
• Run the online Agency Reporting Portal: setting up user access, updating text on the Portal, updating FAQ documentation, sending mass email communications, creating how‑to documentation, updating donor general and gift information, and making the appropriate campaign year rollover changes.
• Maintain up‑to‑date database of Agency Reporting Portal contacts: creating and sending mass communications soliciting contact information, creating and auditing database records.

• Manage internal Pledge Processing inbox to research and resolve questions from internal staff regarding donor accounts and gift processing issues.
• Track all customer services inquiries in database for analysis and process improvement.
• Communicate customer service issues, updates, and resolutions to key internal stakeholders.
• Manage customer service processes with a high degree of independence. Escalate major issues where applicable:
  Pledge Processing Paper Lead, Pledge Processing Electronic Lead and/or Pledge Processing Manager.

• Provide backup for daily entry of donor gifts received through the mail: open and sort mail, enter corporate and individual gifts, create deposits. Maintain audit trails specific to each transaction.
• Provide backup and support for electronic gift processing workflows, including supporting quality checking of transactions.
• Maintain up to date training modules for department.
• Manage and administer Pledge Processing departmental filing system – including purging campaign envelopes annually.
• Provide any other departmental support as needed.

This job has no supervisory responsibilities.

• Minimum associate degree, preferably in Finance, Accounting or Communications.
• Two or more years' experience in finance or administrative support.
• Two or more years' experience in customer service.
• High competency in Microsoft Excel, Word, and Outlook.
• Experience working with a Customer Relationship Management (CRM) database.
• Excellent written, phone and face‑to‑face skills.
• Demonstrated attention to detail.

• Mission-Focused. The top priority for all United Way professionals is to create real social change that leads to better lives and healthier communities.
• Relationship-Oriented. United Way professionals understand that people come before the process and are astute in cultivating and managing relationships toward a common goal.
• Collaborator. United Way professionals understand the roles and contributions of all sectors of the community and can mobilize resources…