Barbara Kristine Garcia

Key Accountabilities:

1. Mid-level Fundraising

· Coordinates innovative mid-level program, provides direct personalized connecting point with donors who give in the value range of $750 to $4,999

• Actively manages a portfolio of mid-giving donors through cultivation, solicitation, and stewardship, with a focus on moves-management to increase annual donation income, improve donor retention, and qualify donors as a major gift prospect
• Consistently engages with mid-level donors individually; responsible for all personalized thank you notes and phone calls, handwritten notes offering ministry tours, local updates by mail and email, recognition of mid-level giving, and opportunities for increased engagement
• Provides guidance and assigns mid-level donors to relationship fundraising portfolios, as appropriate; ensuring fundraising staff are well informed and are primed to personally follow up with donors in a timely manner as relationship managers
• Responds to requests from Mid-Level donors, soliciting feedback and tracking all actions in the database
• Participates in events and activities with Mid-Level donors and prospects as required

2. Content

· Works with internal staff to help design and prepare offers for Mid-Level donors, overseeing workflow from inception to completion

· Stays abreast of industry best practices in mid-level donor management and implements applicable innovations to the program

· Continuously reviews pipeline and identifies mid-level donors, analyzing data regarding the program to identify future segmentation

· Serves as a fundraising specialist resource for Ministry Units across the province, meeting with units to develop proposals for fundraising including all research, writing, and editing

· Researches & creates written content for donor proposals and stewardship material

3. Administration

· Tracks and analyzes results and revenue from mid-level donors to assess revenue and donor retention targets. Reports on these metrics regularly and adjust program strategy to ensure fundraising outcomes at achieved.

• Provides backup for Donor Relations as needed, including donor inquiries, donation processing, receipting and correspondence
• Other duties as assigned

Critical Relationship Management:

Internal relationships:

· Member of the divisional Development team, works cooperatively to serve donors and supporters of The Salvation Army

· Key working relationships with divisional PR staff

· Working collaboratively with corps and ministry units to support local stewardship

External relationships:

· Creating relationships with donors to increase engagement and

· Works with vendors within job scope, as necessary

Position Purpose:

The Donor Services Liaison on the remittance team is responsible for the delivery of superior customer service by recording all incoming donations from non-profitable organizations in accordance with internal compliance standards. This includes processing all incoming mail donations, staging, proofing data entries, cross checking scanned documents and maintaining client and donor confidentiality, ensuring proper controls are in place during the remittance cycle and updates donor records.

Key Job Activities:

• Assists in letter opening received by the team in the morning , appropriately followed with in time frame
• Performs scanning, proofing, cross checking and data entries of received documents while maintaining client and donor confidentiality, appropriately followed with in time frame
• Helpdesk/Donor Relations: updates donor records (one time and monthly programs), performs outbound calls
• Prints and merges letters to be sent to donors for record updates and fundraising
• Performs deposits, cash verify, first and final verify of deposits
• Utilizes all methods including adding, scanning, excel spreadsheets, etc. to effectively process customer transactions accurately.
• Responds to client emails
• Posts letters in the Neopost machine
• Prepares and submits monthly billing for clients
• Consistently maintains client and donor confidentiality

Position Purpose:

The Donor Services Liaison Acting Team Lead on the remittance team is responsible for the delivery of superior customer service by monitoring all incoming donations non-profitable organizations in accordance with internal compliance standards. This includes checking and monitoring the team processing all incoming mail donations, staging, proofing data entries, cross checking scanned documents and maintaining client and donor confidentiality, ensures that proper controls are in place during the remittance cycle. Supports the team with the donor’s and the client’s expectations as well as supporting profitable results for the company’s clients through multichannel services.

Key Job Activities:

• Checks the mail received by the team in the morning and ensures that letter opening, scanning, proofing and data entry are appropriately followed with in time frame
• Responds to client emails and attends meetings
• Monitors the dashboard for the call centre team in the Information Management Department
• Assists in the deposits, cash verify, first and final verify
• Utilizes all methods including adding scanning, excel spreadsheets, etc. to effectively process customer transactions accurately.
• Provides feedback and coaching of new and existing team members for processes and procedures
• Provides training to new and existing team members
• Prepares and submits monthly billing for clients
• Updates daily break schedule of the whole department
• Posts letters in the Neopost machine
• Ensures compliance with all company policies and procedures and written standards of controls and performance.
• Consistently maintains client and donor confidentiality

Position Purpose:

This position supports the delivery of superior customer service by ensuring inbound calls are answered effectively and efficiently throughout the day. This includes supporting call center hourly staff with challenging calls, understanding scripts, assisting with training responsibilities and timely delivery of key business metrics and service level agreements. The primary function of this role is to help solve escalated calls for certain clients, assisting Donor Services Liaison with any campaign related questions and provide overall operational support for their program.

Key Job Activities:

• Handles escalated calls from Donor Services Liaison regarding questions about campaign or client services to provide consistent resolution and execution.
• Communicates feedback concerning issues and challenges from Donor Services Liaison to appropriate Operations and Client Services teams.
• Provides support and coaching regarding call escalation and resolution.
• Provides KPI and service level data to Client Services or other reporting needs on a weekly or monthly basis. Works closely with Client Services and audits operations deliverables to ensure client objectives are being met
• May assist or provide feedback with new client scripting quality checks or implementations and call flow on screens.
• Monitor Desktop Queues (Dashboard) to ensure Client Service Level/Metric Targets being met.
• Assists the Supervisor with handling system emergencies with direction from IT department and/or appropriate vendor. Reports system issues to Supervisor and helps with updates to hourly teams.
• Communicates non-compliance with company policies and procedures to the Supervisors as needed.
• Monitors and conducts Quality Assurance calls
• Assists with new hire orientation or client education.
• Responds to inbound calls in unusual peak volume situations

Position Purpose:

The Donor Services Liaison position is responsible for the delivery of superior customer service by processing inbound calls effectively and efficiently, meeting the donor’s and the client’s expectations as well as achieving profitable results for the company’s clients through multichannel services. In addition, this role will focus on acquiring new donors and retaining the existing ones with the goal of raising funds for our clients.

Key Job Activities:

• Provides an excellent Donor Experience across all channels, adhering to all designated quality standards on each call
• Demonstrates professionalism and good customer service etiquette, using empathy and understanding, and possessing the ability to maintain free flowing conversation to ensure an excellent donor experience
• Utilizes applications effectively to process customer transactions accurately
• Maintains a working knowledge of the client product, services, and promotions. Ensures compliance with all client and company policies and procedures and written standards of performance
• Demonstrates a strong desire to meet goals and raising funds for long term organizational sustainability
• Completes off line donor administrative work such as responding to e-mails, updating addresses, social media inquiries, or researching information
• Handles donor relations inquiries (helpdesk) and tax receipts requests
• Reports on Donor Trends: itemizes activity drivers, complaints, and accomplishments as requested

• Receives calls from customers regarding enquiries, shipments and parcels (balikbayan boxes) and money remittances to be sent to Philippines
• Schedules pick-ups from residential houses for parcels to be sent to Philippines
• Prepares invoices for parcels and money remittances
• Handles all cash transaction payments from customers from parcels and money remittances
• Prepares/tallies report from all transactions made from parcels and money remittances
• Coordinates with Umac Philippines regarding the status and shipment of parcels
• Inputs data of created invoices to Quickbooks
• Performs accounting-related documentations/jobs from time to time.

• Activities:
• Handles and coordinates with three Asian countries (India, Vietnam and Indonesia) regarding enquiries and orders
• Assists and supports the three country managers ( India, Vietnam and Indonesia) with regards to their correspondences
• Assists and supports the Regional Sales Manager with regards to orders, enquiries and shipments
• Handles all correspondences and organizes contacts between the Sales Executives/Managers and their customers
• Coordinates with suppliers, vendors, customers and clients with regards to the company's products and equipment's
• Prepares estimates and quotations for customers
• Draws up tender documents and contracts
• Prepares Delivery Orders, Purchase Orders and other necessary documents for the creation of Sales Orders
• Processes the shipment after order confirmation
• Keeps records of sales targets and actual figures and compiles them into reports for management
• Performs other related jobs as may be assigned from time to time.