JOB DESCRIPTION
(Non-Management)
Job Title: Donor & Agency Services Lead (Union) Status: Full-Time
Department: Finance & Operations (Pledge Processing) Grade: 25
Date Prepared: 11.04.2025 FLSA Status: Non-Exempt
SUMMARY
Under the direction of the Pledge Processing Manager, provide exceptional customer service to UWGMWC donors, agencies, and internal staff. Responsible for the day-to-day operation of the Donor Help Desk, Agency Help Desk, Agency Portal and internal Pledge Processing inbox. Lead customer service process improvement initiatives; provide centralized and wrap-around support for customers; collaborate with other departments to research and resolve customer issues. Activities are summarized below as they relate to each area. This position reports to the Manager, Pledge Processing.
RESPONSIBILITIES
Include the following, but are not limited to:
DONOR CUSTOMER SERVICE
- Manage the Donor Help Desk, responding in a timely manner to phone and email inquiries from donors, including questions about designations, tax receipt, gift distribution, fee structure, payments, and refunds.
- Provide technical support to donors making donations on United Way online giving platforms
- Coordinate with internal departments to answer donor questions.
- Administer outreach to donors designating to ineligible designations, including phone, letter and email follow up.
AGENCY CUSTOMER SERVICE
- Administer the Agency Help Desk, responding in a timely manner to phone and email inquiries from nonprofit agencies, including questions about the Reporting Portal, donor information, account information, report information, and fund distribution.
- Run the online Agency Reporting Portal: setting up user access, updating text on Portal, updating FAQ documentation, sending mass email communications, creating how-to documentation, updating donor general and gift information and making the appropriate campaign year rollover changes.
- Maintain up-to-date database of Agency Reporting Portal contacts: creating and sending mass communications soliciting contact information, create and audit database records.
INTERNAL CUSTOMER SERVICE
- Manage internal Pledge Processing inbox to research and resolve questions from internal staff regarding donor accounts and gift processing issues
- Track all customer services inquiries in database for analysis and process improvement.
- Communicate customer service issues, updates, and resolutions to key internal stakeholders.
- Manage customer service processes with a high degree of independence. Escalate major issues where applicable: Pledge Processing Paper Lead, Pledge Processing Electronic Lead and/ or Pledge Processing Manager
GENERAL PLEDGE PROCESSING SUPPORT
- Provide back up for daily entry of donor gifts received through the mail: open and sort mail, enter corporate and individual gifts, create deposits. Maintain audit trails specific to each transaction.
- Provide backup and support for electronic gift processing workflows, including supporting quality checking of transactions.
- Maintain up to date training modules for department.
- Manage and administer Pledge Processing departmental filing system - including purging campaign envelopes annually
- Provide any other departmental support as needed.
SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.
EDUCATION & EXPERIENCE REQUIREMENTS
- Minimum associate degree, preferably in Finance, Accounting or Communications
- Two or more years' experience in finance or administrative support.
- Two or more years' experience in customer service.
- High competency in Microsoft Excel, Word, and Outlook.
- Experience working with a Customer Relationship Management (CRM) database.
- Excellent written, phone and face-to-face skills.
- Demonstrated attention to detail.
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 motivation.
- Relationship-Oriented. United Way professionals understand that people come before the process and are 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
- Customer Focus: Ability to work in a complex environment using interpersonal skills. Builds effective relationships with customers, identifies customer expectations, tries to see issues from their point of view; offers practical solutions to problems. Ability to problem-solve customer issues and work with flexibility.
- Approachability: Listens; allows adequate time for interactions; creates a supportive communication environment.
- Process Management: Uses the necessary steps to successful execution/completion of tasks within the work environment and demonstrates necessary discipline in adhering to existing processes; uses creativity/innovation in analyzing needed changes/improvements to existing processes. Ability to use technical skills to work independently, organize tasks, implement, and follow through to completion.
- Investigation: Conducts thorough gathering of factual information as a basis for decision making. Demonstrated ability to anticipate problems and identify and implement solutions when needed.
- Ethics & Integrity: Makes decisions and conducts self-consistent with organizational principles.
- Language Skills: Ability to read and interpret technical procedures; write business correspondence and procedure manuals; effectively present information and respond to questions from customers, other employees and the general public; communicate and work effectively with donors, agencies and others in the community representing a broad range of interests and backgrounds; respond to inquiries or complaints from customers, agencies or members of the business community. Demonstrated verbal and written communication skills.
- Mathematical Skills: Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; compute rate, ratio and percentage. Ability to analyze data and utilize computer reports using the above computer programs.
- Reasoning Ability: Ability to define and solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; interpreting a variety of instructions furnished in written, oral, or diagram form.
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 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.
BELONGING & INCLUSION STATEMENT:
Belonging & Inclusion is a core value at United Way of Greater Milwaukee & Waukesha County. We strive every day to enhance the culture of belonging and are passionate about building and sustaining an inclusive and equitable working environment. We believe this allows us to attract, retain the best possible colleagues to use their full gifts to serve our community. We are looking for other great colleagues who are excited about this important work.
This job description indicates the general nature and work level performed by employees within this position. It is not designed to be a comprehensive inventory of all duties and qualifications required. The duties and/or requirements of this position may be modified, added, or deleted at any time. Other duties may be assigned.
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United Way of Greater Milwaukee & Waukesha County
$24 per hour - Hybrid schedule, on-site presence required.
Nov 06, 2025