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About the Role

The Donor Care Specialist supports donor retention and stewardship efforts by ensuring a high-quality, responsive, and consistent experience for donors. This role serves as a key point of contact for donor inquiries, maintains the accuracy and integrity of donor records, and supports acknowledgment and engagement efforts, playing an important role in ensuring smooth day-to-day donor operations.

Responsibilities

• Serve as primary point of contact for donor inquiries via phone and email, providing timely, professional, and solutions-oriented support.
• Respond to and resolve donor issues related to gifts, payments, and account updates.
• Support donor stewardship through personalized communications, including thank-you letters, emails, and cards.
• Assist with execution of donor welcome and seasonal engagement efforts.
• Maintain accurate donor records through updates from returned mail, staff input, donor communications, and system integrations.
• Monitor and process exception queues, including donor requests, tribute gifts, and information inquiries.
• Identify and escalate data discrepancies or donor issues as needed.
• Assist with record cleanup, duplicate resolution, and ongoing data integrity efforts.
• Coordinate with internal teams and external vendors to resolve donor and gift-related issues.
• Prepare and coordinate donor acknowledgments for gifts outside standard processing channels.
• Assist with creation and distribution of donor correspondence and stewardship materials.
• Support timely and accurate delivery of donor communications.
• Assist Development team during high-volume periods, including year-end campaigns and emergency response efforts.
• Provide support for donor-related projects and initiatives as assigned.
• Assist with preparation and follow-up for donor events as needed.
• Manage multiple priorities with strong attention to detail and deadlines.
• Other related duties as required.

Requirements

• Experience working with donor databases or CRM systems.
• 2+ years of experience in customer service, administrative support, or nonprofit development.

Skills

• Strong customer service mindset with a focus on donor experience.
• Excellent written and verbal communication skills.
• Strong attention to detail and commitment to data accuracy.
• Ability to manage multiple tasks and meet deadlines.
• Ability to work both independently and collaboratively.
• Adaptable with the ability to manage shifting priorities.
• High level of integrity and ability to maintain confidentiality.
• Knowledge of CRM systems, donor databases, and standard office tools (e.g., Microsoft Office Suite, email platforms).

Experience Level

• 2+ years of experience

Education Level

• High School diploma or equivalent required
• Associate’s degree or equivalent experience preferred

About the Company

• The Salvation Army is a church and its employees acknowledge its religious purpose and status.
• Employment is at-will, meaning either the employee or the employer can terminate the relationship at any time with or without cause.