Donor Care Officer

Job Posting - Donor Care Officer

At Human Concern International (HCI), we are committed to responding swiftly and effectively to crises, ensuring that communities receive the support they need when they need it most. For over 40 years, HCI has been at the forefront of emergency relief, delivering aid and hope to families in over 40 countries.

Are you someone who enjoys building relationships with people and is passionate about supporting humanitarian work? Then this position is for you! As a Donor Care Officer, you will be responsible for delivering responsive, professional, and relationship-focused service to HCI donors and supporters. The primary focus of the role is donor care, stewardship, and retention. The Officer will also use strong Excel and data-management skills to maintain accurate donor records, support donor-care reporting (internal and external), and help communicate the impact of donor support in collaboration with relevant teams.

Position Title: Donor Care Officer

Reporting To: Senior Donor Care Manager

Location: GTA / Ottawa - Hybrid

Any other location: Remote

Number of positions: 1

Terms: Full time – 37.5 hours per week

Salary: 55,000 - 60,000 CAD Annually

Deadline to Apply: Ongoing until position is filled

Key Duties and Responsibilities

Donor Engagement and Stewardship

• Serve as a primary point of contact for donor inquiries by phone and email, providing timely, accurate, and courteous responses.
• Acknowledge donations, pledges, and donor requests promptly; follow up on outstanding matters and confirm resolution.
• Respond to donor concerns and complaints professionally and sensitively, escalating complex issues as required and documenting feedback for service improvement.
• Support donor retention, re-engagement, and stewardship through responsive communication and appropriate follow-up with existing and prospective supporters.
• Share observations from donor interactions to help improve donor-care processes and retention strategies.

Donation Processing and Donor Records

• Receive, process, and accurately record donations, pledges, and related transactions in HCI’s donor database.
• Maintain accurate and current donor records, including contact details, mailing preferences, mail-stop requests, addresses, and other updates.
• Identify and convey basic data-quality issues, such as duplicates, missing information, or inconsistent records to the data services team.
• Handle donor information confidentially and in accordance with HCI’s privacy and data-protection policies.

Donor-Care Reporting and Analysis Support

• Use Excel and donor-database reports to organize, review, and summarize donor, donation, pledge, and follow-up information for stewardship and donor relationship management.
• Prepare accurate donor-care reports and updates to support day-to-day operations, campaign follow-up, and management reporting.
• Identify trends or issues relevant to donor care, pledges, payment follow-up, and donor retention, and share practical observations with the supervisor.
• Support campaign-related donor tracking and reporting in collaboration with the Donor Care Manager and other relevant teams.

Campaign and Impact Communication Support

• Assist with donor-facing campaign updates, acknowledgments, and impact communications, ensuring information is accurate, clear, and aligned with HCI’s messaging.
• Work with internal teams to gather or verify information needed for donor updates and impact communications.
• Support the timely sharing of campaign progress and donor-impact information with donors, as directed by the supervisor.

Collaboration and Administration

• Coordinate with internal teams to ensure donor requests, service tickets, data updates, and follow-up actions are completed accurately and on time.
• Prioritize urgent donor-care tasks in consultation with the supervisor and support the team during peak periods or campaigns.
• Maintain organized records, checklists, and documentation related to donor-care activities.
• Support social media engagement as it relates to donor service and campaign updates, escalating sensitive comments appropriately.
• Perform other duties as assigned to support the goals of HCI and the Donor Care Department.

Qualifications, Skills, and Experience

• Bachelor's degree preferred;

• Minimum 2+ year experience working within a fundraising, customer service and/or call center environment, preferably with a non-profit organization;
• Minimum one year experience using social media platforms and tools (Instagram, Linkedin etc,) to gather important trends, leads, and information for donor management;
• Confident and articulate verbal and written communication skills, including a pleasant and efficient telephone manner;
• Strongly preferred: Experience creating donor impact reports, campaign updates, donor emails, acknowledgments, or similar donor-facing communications.
• Sound administrative skills including accurate record keeping, financial and budgeting skills with competent Microsoft Excel skills, including sorting and filtering data, using formulas, creating pivot tables, and preparing clear donor-care reports or summaries.
• Sound computer literacy skills with high level competency in MS Office;
• Data Management skills with ability to use fundraising databases to record donor information and analyse donations.
• Methodical, organized and able to work with good attention to detail;
• Team player with the ability to work independently with little direction or supervision;
• Strong and clear commitment to HCI’s values;
• Fluency in English and excellent written communication skills, fluency in Arabic/French will be an asset.

Our Offer

• Competitive Salary: Commensurate with experience and qualifications, along with potential annual incentives.
• Benefits Package: Medical,wellness programs, and more.
• Retirement Savings: Contributions to a Registered Retirement Savings Plan.
• Paid Time Off: Sick days, vacation days, and family days for work-life balance.
• Professional Development: Access to training, leadership programs, and career growth opportunities.

Some travel, as well as evening and weekend work, will be required.

We appreciate all applications; however, only candidates selected for an interview will be contacted.