Manager, Pledge Processing
Milwaukee, WI 
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Posted 10 days ago
Job Description
SUMMARY
Supervise the daily operations for Pledge Processing Team.  This position reports to the VP, Information Technology & Processing.
 
RESPONSIBILITIES
Include the following, but are not limited to:
 
PLEDGE PROCESSING TEAM MANAGEMENT
  • Manage the Pledge Processing Team including direct supervision of Pledge Processing Associate, Pledge Processing Assistant and Seasonal Pledge Processing staff.
  • Provide oversight for all Pledge Processing tasks performed by departmental staff, including the processing of gifts received via paper forms and electronic systems, processing major donor gifts, and the administration of United Way’s donor and agency help desk.  Provide managerial responsibility and accountability for resolution of any donation errors, including escalation and communication to key stakeholders.
  • Annually review seasonal staffing, based on evolving business and operational needs.  Supervise interviewing, hiring, onboarding and training of approximately 10-15 seasonal Pledge Processing staff members.
  • Develop quality relationships and provide exceptional customer support to internal and external customers, including United Way’s major gifts and fundraising teams, donors, agencies, and other United Ways.
  • Ensure cross-departmental knowledge about Pledge Processing procedures, including training other departments on process changes.
  • Review, revise, and monitor all departmental procedures and training documents to ensure all donor transactions are processed in adherence to audit standards and month-end reconciliation requirements.
  • Identify and implement enhancements to departmental procedures based on feedback from internal staff and evolving business need.
  • Establish annual Pledge Processing team projects and goal setting to increase departmental efficiency and accuracy through technological and procedural updates.
     
FUNDRAISING CAMPAIGN SUPPORT & GIFT PROCESSING
  • Develop, communicate and reinforce donation security processes for United Way’s permanent and temporary fundraising staff on an annual basis. Includes training, email communication, departmental updates, and one-on-one coaching as needed.
  • Collaborate with marketing, fundraising and other United Way teams on annual basis to provide input on and quality checks for campaign material development.
  • Ensure all Seasonal Staff training procedures and documentation library are updated annually.
  • Maintain relationship with United Way’s eBusiness Manager, including weekly touchpoints to discuss any issues or improvements needed for electronic processing, and annual reviews of collaborative technological or procedural updates.
  • Ensure electronic processing data file templates are tested annually, in conjunction with any file format changes or enhancements.  Support Pledge Processing Associate in developing testing plans and test plan completion.
  • Support United Way’s permanent and temporary fundraising staff in resolving donation issues, including outreach to corporate ambassadors and donors.
  • Provide oversight for the processing of complex or non-standard gifts, including sponsorships, gifts-in-kind, grants, memorial gifts, endowment gifts, and event revenue/ Ensure complex or non-standard gifts procedures are documented.
  • Collaborate with Accounts Receivable staff to resolve donor and corporate payment issues.
  • Develop and maintain systems for tracking and monitoring fundraising results processed by 3rd party vendors.  Provide oversight for creation of data entry and quality assurance procedures for these results. 
  • Maintain knowledge and understanding of 3rd party vendor trends and complexities.  With Pledge Processing Associate, ensure United Way’s fundraising staff are aware of any processing changes that could impact campaign revenue.
  • Provide leadership in managing staffing, training and procedural updates required with transition to new Salesforce Philanthropy Cloud giving platform.
     
MAJOR DONOR ($10,000+) GIFT SUPPORT
  • Develop and monitor departmental quality assurance procedures for major donor gifts ($10,000+).  Create and maintain training documentation and ensure all staff are annually trained on and adhere to procedures.
  • Ensure that all major donor gift designations are paid out within required timelines, including reviewing all designations prior to distribution, and creating agency communications and letters as needed.
  • Maintain strong relationships with United Way’s major gifts team, including weekly meetings to resolve outstanding donor questions or concerns.
  • Expedite the resolution of any major gift errors; resolve with transparency to the donor, agency and major gifts team.  Develop updated procedures in response to errors.
     
DONOR AND AGENCY SUPPORT
  • Provide oversight for the United Way Agency Reports Portal and Agency Help Desk, including supporting Pledge Processing Assistant in annual review of FAQ documentation, updating agency outreach and communication plans, and implementing technological enhancement projects.
  • Assist Pledge Processing Assistant in responding to Donor and Agency Help Desk questions.  Handle any sensitive, urgent or escalated Donor or Agency issues.
  • With accounting staff, review opportunities to improve Donor and Agency communication to reduce inquiries; collaboratively implement procedural or technological efficiencies.
  • Establish superior customer service best practices for working with donors, agencies and other United Ways. Develop protocol for tracking Help Desk inquiries and making improvements based on inquiry patterns.
     
SUPERVISORY RESPONSIBILITIES
Directly supervises Pledge Processing Associate, Pledge Processing Assistant and Seasonal Pledge Processing staff. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include interviewing, hiring and training employees; planning, assigning, and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems.
 
 
EDUCATION & EXPERIENCE REQUIREMENTS
Bachelor’s degree from four-year college or university with a major in business, accounting or nonprofit management preferred; plus three or more years related experience and prior supervisory experience.  Prior experience in a non-profit environment a plus.
 
CORE COMPETENCIES
  • 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.
 
ADDITIONAL SKILLS & COMPETENCIES
  • Ability to develop strong working relationships with internal and external customers.  Ability to use diplomacy and sensitivity when working with donors to help them understand our complex processes.  Ability to bring together people from other parts of the organization to solve problems and implement solutions.
  • Ability to read, analyze, and interpret, technical procedures, or ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of staff and volunteers, customers, and the general public.
  • Microsoft Office, Word, Excel, Access, and Power Point. Strong Excel skills to manipulate data for entry into the primary database.
     
PHYSICAL DEMANDS
The physical demands at UWGMWC are representative of what is needed to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • 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.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • 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.
 
AMERICANS WITH DISABILITIES
It is the policy of UWGMWC to comply with all relevant and applicable provisions of the Americans With Disabilities Act (ADA), as amended.  UWGMWC will not discriminate against any qualified applicant with respect to any terms, privileges or conditions of employment based upon an individual’s physical or mental disability.  UWGMWC will also make reasonable accommodation whenever and wherever possible for all employees or applicants with disabilities provided that the individual is otherwise qualified to safely perform the duties and assignments required by the job, and provided that any accommodation does not require significant difficulty or expense.  UWGMWC’s policy of non-discrimination applies to all personnel and employment practices including, but not limited to, job application procedures, hiring, advancement, termination, compensation, job training and other terms, conditions and privileges of employment. 
 
EQUAL OPPORTUNITY EMPLOYER
It is the policy of UWGMWC to provide equal employment opportunity to all individuals regardless of their race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, veteran status or military service, or other non-merit factor or other legally protected characteristic.  This applies to all recruiting, hiring, placement, training, promotion, compensation, transfers and other employment-related programs and personnel actions. 
 

 

Job Summary
Employment Term and Type
Regular, Full Time
Salary and Benefits
$60,000 p/y DOE
United Way offers an attractive salary, and excellent benefits that include health, vision, and dental coverage, generous vacation and other paid time off, life insurance, retirement plan, free downtown parking, and much more!
Required Education
Bachelor's Degree
Required Experience
3 to 5 years
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