ROLE OVERVIEW

The Donor Service Assistant serve as one of the primary points of contact for our donors, helping answer their questions, solve their problems, and facilitate their donations as well as participates in the development of messages for donors about MSF’s programs and policies.

DEPARTMENT ACCOUNTABILITIES 

Prospecting
Pursue strategic opportunities in coherence with MSF-USA´s strategy, that create long-term value for the movement by identifying and developing new audience segments or donors for its mission.

Donor Cultivation, Engagement and Management
Build trust and loyalty with potential and existing donors. At the simplest level, update donors on activities. At a more complex level, build long-term relationships with key donors and key donor segments. Take overall responsibility for designing, developing, and delivering the donor engagement strategy. May be through channels or through personal relationships.

Fundraising
Secure reliable, sustainable and efficient resources in alignment with MSF-US commitments.
 
Brand Positioning
Drive awareness and consideration through brand positioning based on the brand strategy and implement brand plans.

Best-in-Class Fundraising Systems and Capabilities
Deploy and champion the latest technological systems and capabilities that push the boundaries of what Development can produce for its donors. 

ROLES SPECIFIC OUTCOMES

Donor Relationship Management 
Answer calls, emails, and mail inquiries to allocated donors and prospective donors to maintain and strengthen existing relationships. Act as a first point of contact for resolving customer queries and complaints.

Data Management 
Manage basic aspects of the data management system with guidance from senior colleagues. This includes being responsible for developing or operating basic elements of the data management systems to deliver prescribed outcomes.

Internal Relationship Management 
Build effective working relationships within the internal client organization and contribute to the management of the partnering relationship, delivering high-quality professional services within established routines or as part of an agreed project.

Administration 
Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.

These core accountabilities should not be construed to contain every function/responsibility that may be required to be performed by an incumbent in this job.  Incumbents are required to perform other functions as assigned.

COMPLEXITY AND PROBLEM-SOLVING SKILLS

• Operates as a recognized expert to shift into and out of a mental mindsets associated with assessing the facts and circumstances of the current situation and/or environment and making the appropriate/innovative adjustments to thinking and work habits to thrive in any scenario. Typically known as a subject matter authority.
• Applies expertise to act as an authority to accurately identify and understand the key donation influences pertaining to an opportunity.
• Applies expertise to act as an authority to quickly and effectively establish trust within the client’s organization.
• Applies expertise to act as an authority to orient MSF-USA around delivering to the key needs of their donors.

THOUGHT: How MSF USA staff understand the organization, manage complexity, and contrib