The Associate IV – Donor Account Processes supports departmental leadership by scheduling and distributing work, completing donation processing functions using proprietary software, and ensuring production and quality standards are met. This role is responsible for scanning, donation processing, adjustments, balancing, reconciliation, and maintaining strong internal controls so that all donations are posted accurately and within established service level agreements (SLAs). This position also participates in User Acceptance Testing (UAT) and serves as a backup to the DAP Supervisor as needed.

ESSENTIAL JOB FUNCTIONS

1. Donor & Internal Communication (Service)

• Uses strong active listening and interpersonal skills when communicating with donors, volunteers, and employees.
• Conveys information clearly and concisely; asks effective open‑ended questions to gather needed information.
• Accurately collects data required to complete transactions or account updates.
• May support multiple programs and fundraising initiatives simultaneously.

2. Data Entry & System Navigation (Data Integrity)

• Enters, updates, and maintains accurate donor account information across multiple systems.
• Navigates the organization’s proprietary CRM and related platforms to process transactions and maintain data accuracy.
• Fully documents donor and volunteer interactions, notes, and transactions.
• Maintains PCI compliance and adheres to all ALSAC policies and procedures.
• Protects the integrity and confidentiality of all donor data.

3. Donor Experience

• Delivers a superior donor experience in every interaction, including handling transactions and inquiries.
• Represents the values and brand of St. Jude Children’s Research Hospital in all donor and volunteer communications.
• Builds donor loyalty and tailors service to each individual’s relationship and history with the organization.
• Maintains knowledge across multiple programs, systems, and processes.

4. Donation Processing & Control Functions (Control & Auditing)

• Uses a high level of concentration and understanding of donor account processes to complete donation processing, adjustments, deposit balancing, and controls.
• Corrects errors in file uploads and performs additional donation processing tasks as needed.
• Monitors batch processing daily and communicates delays to management.
• Utilizes reporting systems to create batch and transaction reports.
• Completes all assigned gift processing tasks efficiently to meet departmental SLAs.
• Operates scanners and prepares materials for processing.

5. Production & Quality Standards (Control & Auditing)

• Meets established production and quality goals as outlined in DAP policies and procedures.
• Ensures timely processing of all received donations to maintain SLA commitments.

6. Research & Issue Resolution (Research)

• Independently researches and resolves donor issues in a timely manner.
• Communicates with internal departments, banks, and external vendors to resolve inquiries.
• Uses SQL queries as needed to troubleshoot data issues and support testing of new systems, processes, and procedures.

7. Trend Monitoring (Monitor Trends)

• Interprets reports and reviews various workstreams to ensure timely receipt, processing, and release of work.
• Identifies trends and takes appropriate action to resolve concerns.

8. Reconciliation & Reporting (Data Integrity)

• Applies strong critical thinking and attention to detail to reconcile files and records.
• Verifies that all work received has been processed and that batches are released appropriately.
• Provides daily status reports to management and escalates delays as necessary.

9. Data Analysis & Reporting (Analysis)

• Analyzes data to provide insights into donor programs and behaviors.
• Prepares reports and presentations for audiences at all levels of management.

REQUIREMENTS

Knowledge, Skills & Abilities

• Strong understanding of general arithmetic.
• Ability to speak and write clearly for both donor communication and internal coordination.
• Ability to understand complex verbal and written instructions from donors and other stakeholders.
• Strong customer service skills with a focus on quality and accuracy.
• Effective organizational skills.
• Proficiency with database maintenance and word processing software.
• Typing proficiency and comfort navigating between multiple systems.

Education & Experience

• Bachelor’s degree in Business Administration and 2 years of customer service or related experience,
  OR
• 5 years of recent customer service or account management experience in lieu of a degree.

Work Location: 1350 Concourse Ave, Suite 563, Memphis, TN 38104

Work Arrangement: Hybrid (onsite + remote)