Donor & Ministry Services Coordinator

Location: USA - Florida - Orlando - Wycliffe USA Headquarters

Responsibilities: You'll make an impact as you: Faithfully and regularly pray for the ongoing work of Bible translation and for people from around the world to experience transformation. Act as an organizational representative presenting the global ministry of Wycliffe and encouraging interested individuals, organizations and churches to participate in the work of Bible translation. Serve both internal and external constituents with a warm, solution-oriented and caring approach by phone and email. Process donations and answer inquiries by phone in a shared communications workspace, while handling financial information in compliance with all applicable regulations and industry best practices. Create and manage donor records and track activity in the designated customer relationship management (CRM) system, Salesforce, with accuracy and attention to detail. Connect staff to the correct team or resource at Wycliffe using the provided tools and contact list. Work across various web-based applications and databases to synthesize information and serve constituents. Correctly identify during an active call a constituent's needs, whether stated or unstated, and determine the appropriate action or best solution. Follow up with constituents as needed to clarify information or confirm resolution. Maintain the team's knowledge base and stay up to date on organizational news and messaging. Share about Bible translation and the organization with confidence, enthusiasm and accuracy. Adhere to guidelines and restrictions related to providing personnel, project or partner information. Assist donors, staff and others with website inquiries and features, providing on-the-spot training and tips as needed. Monitor multiple email inboxes for messages from the public, donors, partners and staff, answering questions and connecting people with resources while following best practices and brand guidelines for written communications. Call and/or write to new donors to express sincere appreciation. Encourage and pray with constituents over the phone when appropriate. Provide annual giving statements, duplicate receipts and other documentation as requested. Creatively identify where improvements to procedures or services can be made. Participate in training and improvement opportunities, team devotional and prayer times, and corporate events. Perform other duties as assigned by the Customer Care Manager.

Other Requirements: Adjust work schedule as needed to accommodate meetings across time zones. Ensure access to a strong, reliable internet and phone connection. Be available to work occasional evenings to support high-volume giving seasons. Minimum Skill Sets: Spiritual Bona Fide Occupational Qualification (BFOQ): Demonstrates desire and ability to support corporate biblical and religious goals and participate in regular work-related spiritual activities without reservation as evidenced by your active participation and willingness to pray with and for others; be a consistent witness for Jesus Christ, maintaining a courteous, Christ-like attitude in all verbal and written, internal and external professional communications. Humility: Works well within a team by demonstrating Christ-like maturity and humility that gives appropriate credit to others where it is due. Willing to take ownership of shortcomings and faults, admit and own mistakes, receive correction or exhortation and remain teachable with a willingness to learn and grow. Serving Others: Works well with people, focusing on solving conflict using biblical principles, listening well to others, using emotional intelligence and developing God-honoring relationships. Accepts feedback and responsibility for own actions and follows through on commitments. Promotes positive people skills and service focus among staff by establishing customer service standards, training staff, monitoring customer satisfaction and maintaining healthy working relationships. Customer Focus: Enthusiastic about providing high-quality customer service. Committed to high-quality work and prompt attention to the delivery of results. Communication: Exceptional verbal and written communication skills with the ability to articulate information clearly, listen closely, request clarification when needed and respond well to questions. Writes clearly and informatively and edits work for spelling and grammar, while adhering to Wycliffe's brand and messaging guidelines. Problem Solving: Exceptional analytical and problem-solving skills, with accuracy and attention to detail. Demonstrates good judgment with strong decision-making skills. Adaptability: Adapts to changes in the work environment, including working with diverse individuals or groups. Modifies approach or methods to fit the situation. Remains flexible and composed when facing frequent change, delays or unexpected events. Information Management & Confidentiality: Uses appropriate procedures to collect, organize, retrieve, maintain, and disseminate information. Has good judgment about what information is important and what is not, the level of confidentiality, and what should be communicated, how, to whom and when. Handles confidential information responsibly to maintain the trust of internal and external customers. Maintains communications and information confidential as per applicable laws, ethical guidelines and instructions. Relationship Building: Effective at relationship-building with the ability to partner effectively with colleagues within and beyond the department, as well as with global staff. Works comfortably in both mono- or cross-cultural situations, winning cooperation through awareness and sensitivity to people's needs. Results-Driven: Able to work autonomously and make independent decisions. High-energy self-starter, driven to achieve results. Seizes opportunities to enhance organizational performance.

Technical Skills: Proficient in programs such as Google Suite Workspace (Mail, Calendar, Sheets, Docs, Drive, Slides, etc.) and video conferencing software such as Zoom. Familiar with WordPress, Workday HCM and Salesforce CRM.

Education & Experience: Associate's degree plus 1- 3 years of experience; or an equivalent combination of education, training and/or experience. Experience in customer service, donor support, data coordination and/or a call center environment preferred. Spiritual and Personal Commitments:

• As a religious organization and employer, Wycliffe is permitted to and does make employment decisions on the basis of religion, biblical standards and our religious beliefs. You'll be asked to:
• Demonstrate a personal commitment to Jesus Christ, as evidenced by your personal testimony.
• Identify with and participate in a church and proactively seek to grow your faith in Christ.
• Establish and maintain a team of prayer partners who will support you in your season of ministry at Wycliffe (minimum 3-5 partners).Actively participate in corporate prayer and devotional times.
• Maintain an exemplary standard of biblical ethics, behavior and conduct within Wycliffe and in your public and private life outside of Wycliffe.
• Agree to abide by Wycliffe's ethics, behavior and conduct standards at all times.
• Demonstrate Christ-like maturity in all interactions as displayed by good judgment based on biblical values and principles.
• Actively incorporate your faith in Christ, as well as Wycliffe's beliefs and core values, in all aspects of your daily work.
• Guided by your faith in Christ, demonstrate these core competencies in daily work and interactions:
• Faithful in following Christ. (See John 8:31-32, Prov. 3:5-6.) Follow Christ faithfully, allowing Scripture to guide decisions, and continually grow in relationship with God and His people.