Sponsor Donor Processing Associate II

Compassion International•Colorado Springs, CO

10d•Onsite

About The Position

The Sponsor Donor Processing Associate II plays a critical role in how Compassion cares for its supporters by responding to and resolving sponsor and donor inquiries. This role provides information, communication, and service within a contact center environment. Responsibilities include processing donations, managing cases, handling exceptions, and updating accounts and commitments received through various channels such as inbound phone, mail, email, chat, and case submissions. Occasionally, the associate will initiate outbound communication with sponsors and donors to clarify financial transactions, account details, donation methods and designations, and commitment information. These interactions typically follow automated workflows and exception resolution procedures. The role also involves maintaining accurate financial records and sponsor/child relationships within accounts, allocating donations and commitments to appropriate funds, reconciling donations, and preparing daily bank transaction transmissions. Additionally, the associate will educate sponsors about Compassion’s child development programs, fostering sponsor satisfaction and loyalty, and delivering exceptional service to both internal and external contacts while handling sensitive child-related information with care and discretion.

Requirements

High school diploma or equivalent
Proficient typing and computer skills
High level of organization and attention to detail
A love for Compassion’s mission and a heart to serve others
Data entry and/or customer service skills; ideally 1-2 years of experience in a customer service environment is strongly preferred
Bilingual proficiency in English and Spanish (speaking and writing) is a plus
Must be available to attend every day of in-person training beginning Monday, November 2.

Responsibilities

Maintain a personal relationship with Jesus Christ.
Be a consistent witness for Jesus Christ, maintaining a courteous, Christ-like attitude in dealing with people within and outside of Compassion, and faithfully uphold Compassion’s ministry in prayer.
Act as an advocate to raise the awareness of the needs of children.
Understand Christ’s mandate to protect children.
Commit to and prioritize child protection considerations in all decision-making, tasks and activities across the ministry.
Abide by all behavioral expectations in Compassion’s Statement of Commitment to Child Protection and Code of Conduct.
Report any concerns of abuse, neglect or exploitation of children through Compassion’s internal reporting process and appropriately support responses to incidents if they occur.
Uphold and engage in Compassion’s core Cultural Behaviors.
Receive training to ensure competence for all Associate Level II tasks and functions, as well as specialized financial transactions and resolution, detailed customer account maintenance, and specialty account processing.
Provide back up and support on a regular basis.
Receive and/or respond to contacts, verbally and/or in written form (as applicable) from sponsors, fielding questions regarding numerous areas related to Compassion, sponsor accounts, country/child information, general information, and/or other ministry related information.
Initiate and maintain a high volume of regular sponsor accounts.
Research and resolve account problems, escalating to senior associates when needed.
Determine best pairings for sponsor-requested product and commitment levels, link sponsor to children and products in computer system.
Research and resolve journal entry errors or problems from personal contributions.
Work within the automated workflow system to allocate sponsor/donor monies to the appropriate funds or accounts, and maintain the sponsor/child relationship.
Apply appropriate coding procedures for allocation of funds to sponsor account, sponsorship and/or commitment.
Maintain assigned accounts and process exception transactions that require additional research than regular transactions.
Provide sponsors with excellent service that builds loyalty to Compassion and the overall mission of the ministry.
Resolve sponsor problems, answering questions accurately while adhering to published guidelines.
Follow protocol to offer options for an on-going relationship with Compassion and reinforce sponsor commitment to the ministry.
Communicating in a way that reflects and supports Compassion’s mission, values, vision and strategy.
Responsible for achieving individual performance and attendance metrics and contributes to overall service targets.
As directed, participate in available training and coaching opportunities to expand knowledge and abilities related to this role.