• Assist in responding in a timely manner to phone and email inquiries from donors, including questions about designations, tax receipting, gift distribution, fee structure, payments, and refunds.  Coordinate with Finance and other internal departments to answer donor questions.
• Assist in Overseeing the Agency Help Desk, including delegating follow-up to the appropriate Finance staff member or responding in a timely manner to phone and email inquiries from agencies, including questions about the Portal, donor information, account information, report information, and fund distribution.
• Oversee the online Agency Reporting Portal: setting up user access, updating text on Portal, updating FAQ documentation, sending mass email communications, creating how-to documentation, and making the appropriate campaign year rollover changes.
• Administer outreach to donors designating to ineligible designations, including phone, letter and email follow up.
• Maintain up-to-date database of Agency Reporting Portal contacts: creating and sending mass communications soliciting contact information, create and audit database records.
• Track donor and agency inquiries in database for analysis and process improvement.
• Answer questions from internal staff regarding accounts and donors.
• Communicate issues, updates, and resolutions to key internal stakeholders.  Escalate major issues to the Manager, Pledge Processing.

EXPECTED OUTCOMES

$10,000+ DONOR SUPPORT

• Provide support and assistance in receiving and inputting gifts from donors who give $10,000+ (de Tocqueville Society or DTS donors).
• Provide backup support and assistance to the Pledge Processing Manager with questions or issues related to DTS Pledges.
• Assist in maintaining DTS donor information, including scanning and filing.
• Assist with monthly DTS Audit and other quality check reports to ensure data integrity.
• Assist with special DTS payout letters.

EXPECTED OUTCOMES

• Provide back up and additional support for daily entry of donor gifts received through the mail: open and sort mail, enter corporate and individual gifts, create deposits.  Maintain audit trails specific to each transaction.
• Provide back up and additional support for donor, agency, and internal staff inquiries.
• Assist with posting payments or pledge and payments (either manually or via connector files; download from secure sites) of Electronic Funds Transfers (EFTs).
• Provide backup and support for electronic pledge and Third-party Transactions administration.

• Minimum Associate’s degree, preferably in Finance, Accounting or Communications
• Two or more years’ experience in finance or administrative support.
• Two or more years’ experience in customer service.
• High competency in Microsoft Excel, Word, and Outlook.
• Experience working with a Customer Relationship Management (CRM) database.
• Excellent written, phone and face-to-face skills.
• Demonstrated attention to detail.

• Mission-Focused.  The top priority for all United Way professionals is to create real social change that leads to better lives and healthier communities.  This drives their performance and professional motivations.
• Relationship-Oriented.  United Way professionals understand that people come before process and is astute in cultivating and managing relationships toward a common goal.
• Collaborator.  United Way professionals understand the roles and contributions of all sectors of the community and can mobilize resources (financial and human) through meaningful engagement.
• Results-Driven.  United Way professionals are dedicated to shared and measurable goals for the common good; creating, resourcing, scaling, and leveraging strategies and innovations for broad investment and impact.
• Brand Steward.  United Way professionals are stewards of the brand and understand their role in growing and protecting the reputation and results of the greater network.

• Customer Focus: Ability to work in a complex environment using interpersonal skills. Builds effective relationships with customers, identifies customer expectations, tries to see issues from their point of view; offers practical solutions to problems. Ability to problem-solve customer issues and work with flexibility.
• Approachability: Listens; allows adequate time for interactions; creates a supportive communication environment.
• Process Management: Uses the necessary steps to successful execution/completion of tasks within the work environment and demonstrates necessary discipline in adhering to existing processes; uses creativity/innovation in analyzing needed changes/improvements to existing processes. Ability to use technical skills to work independently, organize tasks, implement, and follow through to completion.
• Investigation: Conducts thorough gathering of factual information as a basis for decision making. Demonstrated ability to anticipate problems and identify and implement solutions when needed.
• Ethics & Integrity: Makes decisions and conducts self-consistent with organizational principles.
• Language Skills: Ability to read and interpret technical procedures; write business correspondence and procedure manuals; effectively present information and respond to questions from customers, other employees and the general public; communicate and work effectively with donors, agencies and others in the community representing a broad range of interests and backgrounds; respond to inquiries or complaints from customers, agencies or members of the business community. Demonstrated verbal and written communication skills.
• Mathematical Skills: Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; compute rate, ratio and percent. Ability to analyze data and utilize computer reports using the above computer programs.
• Reasoning Ability: Ability to define and solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; interpret a variety of instructions furnished in written, oral, or diagram form.

• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone keyboard, reach, stoop and occasionally kneel.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Light to moderate lifting is required (such as loading paper into a paper tray).
• Ability to uphold to the stress of traveling (in designated positions).
• Regular, predictable attendance is required; including additional overtime as business demands dictate.

• Moderate noise (business office with computers, phone, printers and light traffic).
• Ability to work in a confined area.
• Ability to sit at a computer terminal for an extended period of time.

• United Way of Greater Milwaukee & Waukesha County mandates that all employees be fully vaccinated against COVID 19.  For purposes of this policy, an employee is considered fully vaccinated two weeks after receiving the second dose of a two-dose vaccine (Pfizer or Moderna) or one dose of a single-dose vaccination (J&J) as well as timely boosters.
•  When requested, United Way will provide a reasonable accommodation/medical exemption for any disclosed medical condition or disability of a qualified individual or a sincerely held religious belief which prevents the employee from receiving a COVID-19 vaccination, provided the requested accommodation is reasonable and does not create an undue hardship for United Way and/or pose a direct threat to the health or safety of others in the workplace and/or to the requesting employee.