Coordinator, Donor Relations (Chicago/Hybrid)

Work. Serve. Thrive.

Imagine a place where your talent can make a meaningful difference in peoples' lives. Working at Feeding America is a uniquely rewarding experience in which our employees work together as vital parts of a much larger mission. We are innovative, mission-focused, diverse, collaborative, values-driven and focused on results.

Feeding America is the nation's second largest charity and the leading domestic hunger-relief charity in the United States. Our mission is to feed America's hungry through a nationwide network of member food banks and engage our country in the fight to end hunger. Learn more about Feeding America.

This position is based out of Feeding America's new office location in the heart of downtown Chicago. At Feeding America, we believe in offering a flexible work environment. Employees can be in the office an average of 2-3 days a week (when not travelling for work) and work from home on other days. Employees also have access to a 30-day "work anywhere" program during the course of each calendar year that can be combined with PTO and/or holidays.

• Prepare donor responses received through an escalation process from emails, phone calls and website inquiries. This will require outbound correspondence creation, outbound and inbound phone calls.
• Document all timely responses as interactions in the database to record all exchanges as well as to leverage metrics of all activity volume.
• Produce acknowledgement receipts daily, updating for personalization and ensure they are sent out in a timely manner. Additionally, process receipt requests from donors as well as other information requests received from donors.
• Provide support to the Digital Marketing team by responding to inquiries from their digital platform as assigned.
• Assist gift processing team with donor inquiries regarding stock and mutual funds, and corporate matching gift confirmations.
• Process refunds and sustainer cancellations per donor requests.
• Review captured contact interactions documented by contact centers for accuracy and identify any escalations that may be needed.
• Maintain a scripting inventory to track various questions and Feeding America's responses to ensure accurate and factual information is always provided to inquiries.
• Process returned mail and coordinate returned premium handling.
• Ability to read and speak Spanish preferred but not required.

• 1-2 years professional / internship experience - work in fundraising operations a plus.
• Excellent communication skills, both verbal and written, with great attention to detail
• Must be accurate, well organized, and a self-starter
• Must have strong computer experience, including proficiency in Microsoft Office, Word and Excel, PowerPoint and Outlook.
• Willingness to investigate issues and follow through to resolution.

• Mission Focused- Demonstrates a commitment to Feeding America's mission through work and action. Is committed to people keep people facing hunger at the center of our work and strives to translate this commitment into action on a daily basis. Willing to advocate for people facing hunger and serve as an ambassador for Feeding America inside and outside of work.
• Embraces Equity, Diversity and Inclusion- Demonstrates a personal commitment to valuing different background and life experiences through word and action. Takes personal actions to build an inclusive culture that ensures everyone can fully contribute based on their unique talents, skills and perspectives and feels welcomed and valued. Commits to driving equitable solutions to address root cause issues by incorporating an equity framework in their daily work. Committed to continuous personal EDI development.

• Communicates Effectively:Organizes thoughts and provides clear verbal and written messages to individuals and small groups. Communicates with colleagues and manager(s) to provide information, resolve issues, and promote ideas and proposals. Listens carefully and asks questions to build understanding.
• Understands our 'Business': Demonstrates an understanding of own role and department as part of a not-for-profit services organization. Develops knowledge of key stakeholders external to the department and how to partner with them.
• Collaborates Internally and Externally:Takes a positive, collaborative approach within own team and with other colleagues. Supports others' efforts, putting aside own interests to do so. Resolves issues by approaching those involved directly in a non-judgmental, non-emotional manner.
• Operates with Integrity:Does what is right, rather than what is expedient. Anchors actions and decisions in our mission. Demonstrates courage by being honest, direct, and tactful, even when it is tough to do so. Supports organization/department decisions in words and actions. Takes ownership for mistakes and corrects them.

Feeding America recognizes and values diversity. Our goal is to attract, develop, retain, and promote a talented diverse workforce where all employees feel a sense of belonging andcontribute to a culture that values differences, ideas, and experiences. We intentionally seek out diverse perspectives and skills on our teams, knowing that it makes us stronger as an organization and better equipped to serve our neighbors in need. We encourage individuals from historically under-represented communities and individuals with lived experience of hunger to apply.