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Donor Services Coordinator
Mercy CorpsUnited Statesfull_timeVerifiedPosted 20 Aug 2025
About the role
Valid unrestricted work authorization in the United States is required at the time of application for this position. About Mercy Corps Mercy Corps is powered by the belief that a better world is possible. To do this, we know our teams do their best work when they are diverse, and every team member feels that they belong. We welcome diverse backgrounds, perspectives, and skills so that we can be stronger and have long term impact. Department Summary The mission of the Development (Dev) department is to advance the organization’s strategic goals and support our worldwide team by raising flexible funds, profile, and influence. The Dev team encompasses several dozen dynamic professionals who possess a wide range of skills. We are gift officers, direct response fundraisers, web developers, marketers, and media relations strategists. We are database managers, digital specialists, creative designers, storytellers, and teachers. Most of all, we are passionate about Mercy Corps’ mission and believe a better world is possible. General Position Summary The Donor Services team welcomes our donors and the public to Mercy Corps, primarily through phone and email contact. The Donor Services Coordinator provides excellent customer service to Mercy Corps donors, promoting donor loyalty and generating fundraising revenue by responding to donor phone calls and emails. This position is responsible for fulfilling special donor requests and processing donor pledge information over the phone, through email, mail, and in person. Essential Job Responsibilities In cooperation with the Donor Services Manager and Development Operations staff:
- Successfully represents Mercy Corps by clear, accurate and gracious communication with donors, vendors, and the public over the phone, in writing and in person.
- Create and maintain a positive and productive donor and customer experience including during complaints or difficult interactions.
- Provide coverage for donor services phones, 08:30 am – 05:00 pm, Monday to Friday. Additional coverage may be needed.
- Respond to donor inquiries, requests, and complaints within established time deadlines. Report promptly to the Donor Services Manager when volume exceeds capacity to respond in a timely manner.
- Receive and process Partner In Possibility credit card data and one-time credit card gifts in a PCI compliant manner.
- Maintain an acquisition phone line and remove addresses in a timely manner.
- Monitor and respond to the various Mercy Corps email accounts.
- Prepare and mail individual/special donor correspondence, in person at HQ, on a weekly basis.
- Support Gift Processing team through in-person receipt printing, mail processing, check processing, and returned mail processing.
- Contribute to team effort by accomplishing other duties as assigned.
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