Donor Services Specialist - HYBRID

Summary

The Donor Services Specialist is responsible for accurate and timely gift processing, donor data integrity, financial reporting support, and donor stewardship for Big Brothers Big Sisters of Central Ohio. This position serves as the primary business owner of donor information in Salesforce, ensuring gifts and donor records are complete, accurate, and reconciled before reporting to Accounting. The Donor Services Specialist also supports consistent donor communications and engagement activities that strengthen relationships with individual and corporate donors.  

Gift Processing & Financial Reporting 

• Process and record gifts, pledges, payments, matching gifts, in-kind contributions, soft credits, and other donor transactions accurately and timely in Salesforce. 
• Review source documentation and verify donor, campaign, fund, designation, payment, and recognition information before completing gift entry. 
• Prepare Daily Gift Reports and other required reports for Accounting, confirming that transactions are complete and accurate before submission. 
• Reconcile Salesforce gift activity to checks, online giving platforms, merchant reports, bank or deposit information, and Accounting records; research and resolve discrepancies promptly. 
• Maintain appropriate documentation and audit trails for gifts, adjustments, refunds, write-offs, and other changes to donor transactions. 
• Coordinate with Accounting to support month-end and year-end reconciliation and respond to questions related to contribution revenue and donor records. 
• Identify recurring errors, gaps, or inefficiencies in gift processing and recommend process improvements to the Chief Mission Engagement Officer. 

Salesforce & Data Integrity 

• Serve as the primary day-to-day business owner and power user of donor information in Salesforce. 
• Maintain accurate and complete individual, household, corporate, foundation, and other constituent records, including contact information, relationships, communication preferences, and relevant donor history. 
• Develop, maintain, and follow data integrity standards and quality-control processes, including routine audits for duplicate, incomplete, inconsistent, or inaccurate records. 
• Develop and analyze reports and dashboards that provide department leaders with donor insights, fundraising results, retention information, and emerging trends. 
• Export and segment donor data for stewardship, fundraising, communications, events, and reporting activities. 
• Document CRM procedures and train Mission Engagement staff on approved gift-entry, data-management, and reporting processes. 
• Support peer-to-peer fundraising platform set-up and utilization, including data integration and reconciliation with Salesforce when applicable. 

Donor Engagement & Stewardship 

• Coordinate timely donor acknowledgments, tax letters, personalized correspondence, and other donation-related communications. 
• Execute regular donor communications in coordination with the Chief Mission Engagement Officer, Major Gifts Officer, and other Mission Engagement team members. 
• Coordinate quarterly CEO donor town halls and other donor stewardship activities, including invitations, registration, logistics, follow-up, and tracking participation in Salesforce. 
• Collaborate with the Major Gifts Officer to implement the Big Brothers Big Sisters of Central Ohio Stewardship Plan and track completion of stewardship activities. 
• Champion Big Brothers Big Sisters of Central Ohio’s mission and provide responsive, professional service to donors, volunteers, and community partners. 
• Identify donor engagement opportunities and emerging stewardship best practices and share relevant insights with the Mission Engagement team. 

Administrative Operations & Support 

• Adhere to strict confidentiality and disclosure requirements to protect the youth at the center of BBBSCO’s mission and the interests of donors invested in our mission. 
• Prepare materials, documents, tracking reports, donor lists, and other correspondence requested by the Chief Mission Engagement Officer. 
• Provide administrative support for Mission Engagement activities and assist with fundraising, outreach, and awareness events as needed. 
• Perform other duties as assigned. 

• Bachelor’s degree or equivalent combination of education and relevant professional experience. 
• Minimum of three years of professional experience in development operations, donor services, advancement services, CRM/database administration, financial operations, revenue operations, or a related field. 
• Demonstrated experience working with a CRM or donor database; Salesforce experience strongly preferred. 
• Demonstrated ability to process, reconcile, and quality-check financial or transactional data with a high degree of accuracy. 
• Strong proficiency in Microsoft Office Suite, particularly Excel, Word, PowerPoint, and Outlook. 
• Exceptional attention to detail and demonstrated habit of reviewing work for accuracy and completeness before submission. 
• Strong analytical, problem-solving, organizational, and time-management skills, with the ability to manage recurring deadlines and competing priorities. 
• Strong written and verbal communication and interpersonal skills, with the ability to provide professional and responsive donor service. 
• Ability to handle confidential donor and organizational information with discretion and sound judgment.