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Coordinator, Fundraising Support in Minneapolis, MN at National Multiple Sclerosis Society

Date Posted: 10/8/2018

Job Snapshot

Job Description


The National Multiple Sclerosis Society mobilizes people and resources to drive research for a cure and to address the challenges of everyone affected by MS. To fulfill this mission, the Society funds cutting-edge research, drives change through advocacy, facilitates professional education, collaborates with MS organizations around the world, and provides programs and services designed to help people with MS and their families move their lives forward. We partner with volunteers to accomplish our work. Staff members engage volunteers through effective and timely communications, facilitating meaningful opportunities, and continually seeking and providing feedback for reciprocal growth and learning.

We have an exciting opportunity to join our national Marketing team as a Coordinator, Fundraising Support. 

The Fundraising Support Center (FSC) department provides direct concierge service to hundreds of thousands of special event participants and donors responsible for generating the majority of National MS Society revenue. The Fundraising Support Coordinator is responsible for handling reactive and proactive communication, researching and resolving problems for participants and donors for hundreds of events in all chapters of the National MS Society.

In addition, the Fundraising Support Coordinator manually tracks service activity, and supports various FSC operations, including but not limited to: updating reference tools, reporting, seasonal staff training and coaching. This position gives information and feedback regarding front-line customer service activity, chapter relations, and Society practices to help refine Fundraising Support Center processes and improve the fundraiser experience. The Fundraising Support Coordinator is expected to continually learn and apply new information and skills as the Fundraising Support Center grows.

Essential Function/Responsibility

1. Deliver inbound and outbound concierge service and resolve problems for fundraising event participants and donors for hundreds of events nationwide, in over 50 transaction categories via phone and email
  • Learn and apply new information continuously -- maintain "expert level" knowledge in an consistently changing environment:
    • Maintain up-to-date skills in relevant software, internet applications, Society websites and online tools, external web browsers, mobile apps, social media platforms, etc.
    • Maintain up-to-date understanding of event details and market-specific processes/policies in order to provide accurate service to constituents from hundreds of events across the National MS Society
  • Resolve problems and deliver information related to fundraising, online tools, and registration:
    • Provide information about events, requirements and policies, how to fundraise with available tools, how to navigate website and Participant Center, donation processes, etc.
    • Help participants register, start teams, or make changes to existing registrations
    • Perform "money moves" to reallocate funds as needed/requested
    • Collaborate with Finance and Constituent Information Management staff to investigate and determine solutions for discrepancies related to online and offline gifts
    • Troubleshoot technical issues and work with Application Support Team to determine solutions or workarounds
  • Support the Society's key revenue drivers by strategically providing event participants with specific tools and resources
  • Build and maintain positive and productive relationships with colleagues in the field and other centralized departments across the country, to ensure smooth flow of information to solve constituent requests
  • Coach other Society staff as needed on best practices for interacting with the Fundraising Support Center to ensure optimal service for constituents
  • Maintain understanding of resources available for people touched by MS and refer questions or those needing assistance to the Information Resource Center or appropriate field contact
2. Support Fundraising Support Center operations and growth
  • Participate in regular meetings with FSC Director and management team
  • Support ongoing processes of improvement and FSC scope expansion, including but not limited to:
    • Provide input, feedback and recommendations based on day to day experience working with constituents
    • Learn and apply new skills and processes as scope expands
    • Test procedures and tools
    • Review website and mailing content
    • Assist in development and production of training materials for staff and constituents
    • Research technical possibilities
    • Compare and report on differences across markets
  • Assist with maintenance of reference materials and tools, including but not limited to:
    • Prepare templates for gathering event and chapter information
    • Research and compile information needed by FSC team
    • Update information in reference materials
    • Coordinate with other staff to maintain accuracy and meet deadlines
  • Assist with reporting activity, including but not limited to:
    • Find and correct errors on behalf of FSC team
    • Coordinate with other staff to maintain accuracy and meet deadlines
    • Compile and distribute reports
  • Assist with other areas as needed and other duties apparent or assigned.