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Job Title:
Donor Services Specialist
Job ID:
12459362
Job Function:
Experienced
Full/Part Time:
Full-Time
Regular/Temporary:
Regular
Job Category:
Customer Service
Location:
Washington, DC US
Business Unit:
AARP Foundation
City:
Washington
Business Unit Description

AARP is a nonprofit, nonpartisan organization, with a membership of nearly 38 million that helps people turn their goals and dreams into 'Real Possibilities' by changing the way America defines aging. With staffed offices in all 50 states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands, AARP works to strengthen communities and promote the issues that matter most to families such as healthcare security, financial security and personal fulfillment. AARP also advocates for individuals in the marketplace by selecting products and services of high quality and value to carry the AARP name.  As a trusted source for news and information, AARP produces the world’s largest circulation magazine, AARP The Magazine and AARP Bulletin.

AARP Foundation is AARP’s 501 c3 charitable affiliate.  We are a public charity with revenue from federal agencies, corporations, foundations and individuals.  AARP Foundation’s vision is a country free of poverty where no older person feels vulnerable.  Staff are located in Washington DC and throughout the US. 

Every year, AARP Foundation helps millions of struggling older adults 50 and over win back opportunity by being a force for change on the most serious issues they face each day.  Through the Foundation’s many groundbreaking and innovative programs and services, we create and advance effective solutions to meet their basic needs for nutritious food, safe and affordable housing, adequate income and much-needed personal connections.


Summary Statement

Donor Services Specialist, as a dual employee, coordinates and assists with functions related to managing donor services within the Development and Donor Services unit of AARP and AARP Foundation.  Helps to ensure a positive donor experience, effective issue resolution, and capture of donor’s feedback/issue in the appropriate CRM system(s). Responsible for correspondence and positive communications with donors and for tracking donor concerns and comments. Also responsible for maintenance and upkeep of various donor databases, ensuring correct names, addresses, financial information and additional information on AARP Foundation & AARP database systems. Committed to representing AARP and AARP Foundation in a positive and professional manner. Remains up to date on relevant program updates and internal news; adheres to standardized scripts and language to ensure a consistent AARP voice when communicating with our constituents.


Responsibilities

  1. Maintain up to date demographic donor info within all relevant CRM systems. Ensure accurate coding to reflect desired communication level with the constituent within each CRM.  Capture the reason behind the call/email, the course of action, next actions if any, and the donor experience/sentiment after each interaction.
  2. Report on reasons for contact, level of effort to resolve the issue, and donor satisfaction level regularly to establish benchmarks and execute performance enhancements protocols with the goal of improving donor satisfaction rate. Report on other metrics and KPIs set by Manager, Systems and Processes to monitor performance.
  3. Support fundraising teams across Foundation, Advocacy, and Experience Corps in achieving their revenue goals by informing them of any significant issues (high volume of complaint/questions or a concern of significance to AARP) that are experienced within the Donor Services team.  Collaborate with program managers and other staff leads as needed to compose responses and help manage our constituent’s perception of AARP Foundation, AARP and Experience Corps in a positive manner.
  4. Contribute to development of first call resolution,  email response templates, and standardized scripts around key Foundation, Advocacy, and Experience Corps programs. Create a knowledgebase FAQ system on “hot” topics to manage call/email volume. Collaborate with creating content management work flow to keep up to date on published program updates. Assist with prioritizing work and identifying optimization opportunities. Implement such processes and collaborate with the Systems and Processes Manager position to ensure effectiveness of the protocols.
  5. Document standard processes. Cross train teammates and ensure proper coverage during busy seasons.
  6. Adheres to all applicable laws and follow ethical standards for charitable giving, as defined by the Association of Fundraising Professionals and the Partnership for Philanthropic Planning (PPP).
  7. Demonstrates ‘One AARP’ attributes and behaviors in all interactions.  

Requirements

AA or BS degree with three or more years of related experience or an equivalent combination of related experience with demonstrated skills.

Ability to learn and adapt quickly to changing priorities. 

Professional, energetic, service-oriented, with excellent communications and interpersonal skills.

Demonstrated ability to successfully multi-task, and maintain confidentiality.

Familiarity with PCI rules and six-sigma methodology is strongly desired.


Benefits Offered

 AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.


Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.  AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.


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