Donor Relations Administrator (DRA)

About this position

Internal/External Posting Notice

Title:                                                    Donor Relations Administrator (DRA)                           

Department:                                  Fund Development

Status:                                                 Full-time, unionized

Location:                                            Ottawa, ON                           

Immediate Supervisor:            Manager of Fundraising Operations and Donor Services

Salary:                                                  $55,871 - $73,523

Application Deadline:                January 10, 2025 

Oxfam Canada is an affiliate of the international Oxfam Confederation networked in over 85 countries as part of a global movement for change. Our mission is to build lasting solutions to poverty and injustice with a focus on improving the lives and promoting the rights of women and girls. We work directly with communities, partners and women's rights organizations to challenge the systems that perpetuate inequality and keep people poor. Together we seek to influence those in power to ensure that women trapped in poverty have a say in the critical decisions that affect them, their families and entire communities. That’s why we believe that ending global poverty begins with women’s rights.

Oxfam Canada offers a generous compensation and benefits program, but more than that, we offer the opportunity to be a part of our global movement for change. If you advocate for gender equality, are passionate about women’s rights, and share our values of Equality, Empowerment, Solidarity, Inclusiveness, Accountability, and Courage – we want you on our team!

Join Our Team & Discover Rewarding Opportunities

SCOPE OF POSITION:

Reporting to the Manager, Fundraising Operations & Donor Services, the Donor Relations Administrator (DRA) is responsible for providing excellent donor support and gift processing services to thousands of Oxfam supporters across the country. The DRA works directly with members of the Fund Development Department to support assigned gift processing, profile updating, and stewardship, including our Shareplan monthly donor program. There are two members in the Donor Relations team. This position is based in Ottawa, with requirement of minimum 3 days per week in office.

MAJOR RESPONSIBILITIES: (This is not an exhaustive list of duties to be performed)

Gift Processing & Acknowledgment:

• Ensure timely processing of all gifts received from various channels, including sorting and processing mail donations, estate gifts, and managing return mail
• Balance and verify gift entry, prepare, print and securely file donation processing reports
• Prepare and print welcome packages, donor acknowledgment letters and tax receipts, and ensuring they are mailed on a timely basis
• Ensure official income tax receipts for donations are issued in accordance to Canada Revenue Agency and Oxfam Canada tax receipting guidelines
• Prepare and complete bank deposit and print reports to verify deposit amounts
• Complete gift adjustments process as required
• Where relevant, responsible for handling safe and timely data file transfers and uploads between agency databases and CRM, flagging errors for resolution.

Donor Services:

• Provide excellent, courteous and timely customer service – in-person, over the phone, or through electronic communication – to all donors and potential donors.
• Personally, handle or redirect public or donor queries to the appropriate staff.
• Respond to and track donor comments, complaints and cases, or refers complaints to the Manager
• Monitor all incoming communication channels i.e.: general email box and voice message system; responds to donors in a timely manner (target 48 hours)
• Record and track interactions with donors using Oxfam Canada’s CRM system.
• General stewardship support for the department as requested

Donor Records Management:

• Update, edit and maintain all donor/member information in accordance with Oxfam Canada policies, processes and procedures; ensuring donor confidentiality and compliance is maintained at all times.
• Ensure that donors’ wishes and preferences are accurately captured and updated in the database.
• Ensure the donor’s participation in appeals and campaigns are accurately captured in the database
• Follow up on all moved or returned mail (both hard copy and electronic) by searching online resources for address updates and/or directly contacting the donors for an update.
• Update, maintain, and perform audits to all donor databases to ensure clean and accurate data

SharePlanProgram Administration and Stewardship:

• Set-up monthly pre-authorized debit (PAD) and pre-authorized credit card transactions as per schedule on Engaging Networks, Salesforce and IATs
• Enter and monitor new SharePlan signups; adjust gifts, send Welcome Packages
• Monitor and report on SharePlan holds and cancellations, makes every effort to “save” the donor
• Cancel pre-authorized agreements and sends “sorry to see you go” material for donor cancellations.
• Monitor and report on SharePlan expired and declined credit card transactions; make donor phone calls to keep payment information up to date
• Update Shareplan donor profiles with reactivation flags whenever possible
• Ensure online and offline confirmations are sent to donors who sign up or cancel their participation in the program
• Reconcile and balance submission files after transmission to ensure all transactions are accounted for
• Assist with tracking “Save our Shareplan” KPIs – cases outstanding, cases resolved, on holds, cancellation rate, cancellation reasons, complaints, etc. as part of Shareplan retention goals.
• Supports annual SharePlan tax receipt process

Other duties as assigned

REQUIRED EXPERIENCE, KNOWLEDGE & COMPETENCIES:

• Relevant combination of education and direct related experience working in fund development in a not-for-profit organization.
• Minimum of one (1) year customer service and data entry skills with high level of detail, efficiency, accuracy and speed.
• Knowledge, understanding and commitment to global justice, social change, women’s rights and gender equality.
• Proven and superb customer service skills.
• Experience using fundraising software, preferably Salesforce; understanding of data entry and report generation.
• Excellent written and verbal communication skills in English. Fluency in French a definite asset.
• Ability to effectively and concisely communicate complex issues in an easily understood manner.
• Strong organizational skills and ability to prioritize work.
• Ability to work well under pressure and meet deadlines; attention to detail.
• Ability to take direction and work independently and as a member of a small team.
• High proficiency using MS Office software (Word and Excel a must) and CRM databases; experience using fundraising databases, specifically Salesforce CRM is a definite asset.
• Ability to organize and prioritize work and manage multiple projects with high efficiency and accuracy.
• Demonstrated commitment to feminism, anti-racism, justice, equity, diversity and inclusion. 
• Willingness to sign and abide the Oxfam Code of Conduct.

In addition to competitive pay, Oxfam Canada Offers:

• 35-hour work week and the ability to work flexible hours.
• 4 weeks of paid vacation per year, prorated based on FTE equivalence, plus paid office closure from December 27 to 31.
• Extensive health, dental and wellness coverage for staff and their dependents.
• Paid sick days, and additional time off for personal and care responsibilities.
• Pension plan contributions.
• Caring, compassionate and supportive work environment that recognizes that work is one of the many responsibilities we have to prioritize in our lives.
• Regular opportunities for all staff across Canada to meet – in person and virtually – to learn, connect and grow as a team!

** MUST be eligible to work in Canada ** 

We recognize that structural barriers shape experiences and job qualifications. If you don’t see yourself reflected in every job requirement listed in the posting above, we still encourage you to apply!

As an organization and as individuals, we stand against all systems of oppression, violence, and hate. We stand for justice, equity, diversity, inclusion (JEDI) and decolonization within our organization and society at large, guided by our Anti-Racism and Anti-Oppression Principles (ARAO), our Feminist Principles, and our six core values: Equality, Empowerment, Solidarity, Inclusiveness, Accountability, and Courage. Our Strategic Framework 2021-2025 has a commitment to grow as a feminist, diverse and inclusive organization. To that end, we have created an Anti-Racism, JEDI and Decolonization Strategy 2023-2025 with a vision to become a more just, inclusive and equitable organization, unbound by the oppressive systems of racism, white supremacy, patriarchy and the legacy of colonialism that have fueled global poverty and inequality.

We prioritize creating a compassionate, inclusive workplace where everyone feels valued and connected. We are especially eager to hear from women and gender non-conforming individuals, Indigenous peoples, Black and racialized communities, 2SLGBTQI+ individuals, persons with disabilities, immigrants to Canada, and others from underrepresented groups.

If you require adaptive measures during any stage of the recruitment process, please notify us at CAN-TEAM-HR@oxfam.org  or (613) 237-5236. We are committed to providing accommodations to meet your needs. Oxfam Canada has an accommodation policy for persons with disabilities. The job posting is available in alternate formats.

Important Note: Offers of employment are conditional upon signing our code of conduct, satisfactory references, and any required screening checks. At Oxfam Canada, we place a high priority on ensuring that only individuals who share and demonstrate our values join our team.

For additional career opportunities, visit https://www.oxfam.ca/who-we-are/our-people/careers/. Please note that we do not offer internships or overseas volunteer placements.

We welcome you to join our movement – sign up for news and updates today.

We thank all those who apply, however, only those selected for an interview will be contacted.