Executive, Supporter Engagement

Job Highlights

• Gain humanitarian knowledge in an international NGO & personal development through challenging tasks
• Effect change in children’s lives through your leadership, advocacy, administration, and communication skills
• Positive & supportive environment

The focus of the Supporter Engagement team is to improve the engagement and retention of donors and thereby ensure that the fundraising efforts in World Vision will be sustainable and contribute to the growth of funds raised for the ministry. The Supporter Engagement team seeks to deliver a meaningful donor experience, seamless empathetic service, and timely data insights, while continually making the giving process more effortless for donors. In this role, you will support the team to ensure World Vision Singapore is able to fulfil the Donor Promise and provide a high level of customer service and engagement to our donors at all times.

General Responsibilities 

1. Provide administrative and operational support on all matters related to the processing of sponsorships and other donations, including follow-up communication with donors 
2. Communicate with donors on their requests effectively via phone calls, emails, letters and chat messaging.
3. Thoroughly and efficiently gather donor information, update profiles, fulfil donor requests and log service interactions in our Donor Management System with accuracy and timeliness.

Key Responsibilities

• Sending of reminders to sponsors of late payments, credit card declines or advanced notices for half/yearly payments, via multiple channels (letter/email/WhatsApp).
• Prepare and maintain decline and delinquent lists for call centre follow-ups.
• Work with and coach call centre team, as well as to track and follow up on cases after call centre engagement when necessary.
• Explore effective and creative solutions to overcome issues of late contributions after understanding the cause.
• Monitor/handle payment-related enquiries across platforms including assignment to the team.
• Process donations, including delinquency payments and credit card updates in Donor Management System.
• Follow up on the pending delinquency list after the contribution holiday period.

Requirements

• Ability to administer and update information on systems accurately, responsible for follow-up on internal systems & procedures effectively.
• Adapts easily to frequent changes in systems and processes and close collaboration with other teams of diverse individuals and groups to achieve compliance and best business practices.
• Able to work creatively and independently.
• Demonstrates passion for excellence with respect to servicing donors and their needs to help the poor.
• Experience in MS Office (e.g. Word, Excel, PowerPoint).
• Ability to multitask is essential.