Associate III - Honors and Memorials

St. Jude Children’s Research Hospital•Memphis, TN

9d•Hybrid

About The Position

At ALSAC, you do more than make a living; you make a difference. As one of the world’s most iconic and respected nonprofits, we are looking for individuals with unique backgrounds, perspectives, and a desire to make an impact. We are seeking game-changers, innovators, and visionaries to join our family to help St. Jude cure childhood cancer. At ALSAC, we develop and celebrate our employees, encouraging them to bring their whole, authentic selves to our shared mission: Finding cures. Saving children.®

Requirements

Strong written and verbal communication skills with the ability to clearly convey information to donors and internal stakeholders.
Ability to understand and follow complex verbal and written instructions, including evolving procedures and processes.
Proficiency in general arithmetic and data accuracy principles.
Experience managing customer accounts and maintaining data integrity.
Proficiency with word processing applications and standard office equipment.
Demonstrated ability to meet production and quality metrics in a performance-driven environment.
Strong typing speed and accuracy required.
High school diploma or GED required.
Minimum of 5+ years of customer service or related experience in an office environment.
Proven track record of delivering outstanding customer service.

Responsibilities

Ensuring accurate processing and management of Honors & Memorials transactions.
Processing donations received by mail and phone.
Delivering high-quality service across multiple channels including phone, in-person, email, mail, and chat (when available).
Performing VIP-quality audits prior to submission to vendors for fulfillment.
Demonstrating strong active listening and interpersonal skills when communicating with donors, volunteers, and employees regarding honors and memorials.
Clearly and concisely conveying information and ideas.
Using independent judgment to ask probing questions and gather critical information not readily offered.
Accurately collecting and documenting information needed to complete transactions and account updates.
Supporting multiple programs and fundraising initiatives simultaneously.
Accurately entering, updating, and maintaining donor account information using various systems.
Navigating multiple software platforms, including the organization’s proprietary CRM system, to manage donations and donor profiles.
Ensuring thorough documentation of donor and volunteer interactions, notes, and transactions.
Maintaining PCI compliance and adhering to all ALSAC policies and procedures.
Safeguarding the integrity and confidentiality of donor data and communications.
Delivering a superior experience during every donor interaction, including transaction handling.
Representing and upholding the core values and brand of St. Jude Children’s Research Hospital.
Building donor loyalty by ensuring each interaction aligns with the donor’s relationship and engagement level.
Maintaining strong knowledge of programs, systems, and processes to effectively support donors.
Building and maintaining relationships with donors and volunteers through inbound/outbound calls, email, chat, text, and other communication channels.
Engaging donors in additional fundraising opportunities as appropriate.
Utilizing knowledge of fundraising programs, online portals, and customer service best practices to resolve issues and exceed expectations.
Re-engaging donors and resolving concerns effectively.
Providing specialized support to VIP donors and volunteers.
Using in-depth program knowledge to educate donors, volunteers, and employees on honors and memorials processes.
Setting clear expectations and proactively enhancing the overall donor experience.
Applying knowledge of honors and memorials and fundraising best practices to provide insights to ALSAC business partners.
Supporting program growth in revenue, donor retention, efficiency, and accuracy.
Meeting established production and quality goals in accordance with DAP policies and procedures.