Donor & Ministry Services Coordinator

Job Title Donor & Ministry Services Coordinator Location USA - Florida - Orlando - Wycliffe USA Headquarters

Job Description Summary
At Wycliffe Bible Translators, your work is more than just a job. As a Donor & Ministry Services Coordinator, you’ll be responsible for providing personalized care to donors, supporting staff with resource requests and responding to inquiries from those seeking information about Wycliffe and the work of Bible translation. You’ll serve on the frontlines of customer care, providing responsive support by phone and email while maintaining knowledge of Wycliffe’s programs and resources, donation records and processes, the website and supporting databases, and organizational messaging.
Your contributions will play a pivotal role in creating a warm and meaningful experience for donors and others who connect with Wycliffe. Through every interaction, you’ll communicate gratitude and care with warmth and professionalism, offer prayer when appropriate and share the mission and vision of Bible translation with enthusiasm. Working within the Communications department, you’ll help those we serve feel valued, supported and meaningfully connected to Wycliffe and the work of Bible translation.
You’ll partner with Communications leadership and other team members to:
- Support and enhance internal communication across departments, among staff and on behalf of executive leadership
- Serve donors, partners, colleagues and the public through shaping and safeguarding messaging, responding to inquiries and providing resources
- Align external messaging across Wycliffe Bible Translators for unified, cohesive and clear communication
Job Description
Overview of Team
The Communications team at Wycliffe Bible Translators works to ensure that internal and external communication efforts are clear, resonant and accurate, advancing not only the objectives of the organization’s various teams but also the mission of Bible translation as a whole. To this end, the Communications team partners with leaders across Wycliffe regarding messaging, strategy and information, ultimately serving under the leadership of the Chief of Staff and Strategy in the Offices of the President.
Responsibilities
You’ll make an impact as you:
Faithfully and regularly pray for the ongoing work of Bible translation and for people from around the world to experience transformation.
Act as an organizational representative presenting the global ministry of Wycliffe and encouraging interested individuals, organizations and churches to participate in the work of Bible translation.
Serve both internal and external constituents with a warm, solution-oriented and caring approach by phone and email.
Process donations and answer inquiries by phone in a shared communications workspace, while handling financial information in compliance with all applicable regulations and industry best practices.
Create and manage donor records and track activity in the designated customer relationship management (CRM) system, Salesforce, with accuracy and attention to detail.
Connect staff to the correct team or resource at Wycliffe using the provided tools and contact list.
Work across various web-based applications and databases to synthesize information and serve constituents.
Correctly identify during an active call a constituent’s needs, whether stated or unstated, and determine the appropriate action or best solution.
Follow up with constituents as needed to clarify information or confirm resolution.
Maintain the team’s knowledge base and stay up to date on organizational news and messaging.
Share about Bible translation and the organization with confidence, enthusiasm and accuracy.
Adhere to guidelines and restrictions related to providing personnel, project or partner information.
Assist donors, staff and others with website inquiries and features, providing on-the-spot training and tips as needed.
Monitor multiple email inboxes for messages from the public, donors, partners and staff, answering questions and connecting people with resources while following best practices and brand guidelines for written communications.
Call and/or write to new donors to express sincere appreciation.
Encourage and pray with constituents over the phone when appropriate.
Provide annual giving statements, duplicate receipts and other documentation as requested.
Creatively identify where improvements to procedures or services can be made.
Participate in training and improvement opportunities, team devotional and prayer times, and corporate events.
Perform other duties as assigned by the Customer Care Manager.
Other Requirements:
Adjust work schedule as needed to accommodate meetings across time zones.
Ensure access to a strong, reliable internet and phone connection.
Be available to work occasional evenings to support high-volume giving seasons.
Minimum Skill Sets
The requirements listed below represent the knowledge, skills and/or abilities necessary to perform each duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the following essential functions:
Spiritual Bona Fide Occupational Qualification (BFOQ):
Demonstrates desire and ability to support corporate biblical and religious goals and participate in regular work-related spiritual activities without reservation as evidenced by your active participation and willingness to pray with and for others; be a consistent witness for Jesus Christ, maintaining a courteous, Christ-like attitude in all verbal and written, internal and external professional communications.
Humility:
Works well within a team by demonstrating Christ-like maturity and humility that gives appropriate credit to others where it is due. Willing to take ownership of shortcomings and faults, admit and own mistakes, receive correction or exhortation and remain teachable with a willingness to learn and grow.
Serving Others:
Works well with people, focusing on solving conflict using biblical principles, listening well to others, using emotional intelligence and developing God-honoring relationships. Accepts feedback and responsibility for own actions and follows through on commitments. Promotes positive people skills and service focus among staff by establishing customer service standards, training staff, monitoring customer satisfaction and maintaining healthy working relationships.
Customer Focus:
Enthusiastic about providing high-quality customer service. Committed to high-quality work and prompt attention to the delivery of results.
Communication:
Exceptional verbal and written communication skills with the ability to articulate information clearly, listen closely, request clarification when needed and respond well to questions. Writes clearly and informatively and edits work for spelling and grammar, while adhering to Wycliffe’s brand and messaging guidelines.
Problem Solving:
Exceptional analytical and problem-solving skills, with accuracy and attention to detail. Demonstrates good judgment with strong decision-making skills.
Adaptability:
Adapts to changes in the work environment, including working with diverse individuals or groups. Modifies approach or methods to fit the situation. Remains flexible and composed when facing frequent change, delays or unexpected events.
Information Management & Confidentiality:
Uses appropriate procedures to collect, organize, retrieve, maintain, and disseminate information. Has good judgment about what information is important and what is not, the level of confidentiality, and what should be communicated, how, to whom and when. Handles confidential information responsibly to maintain the trust of internal and external customers. Maintains communications and information confidential as per applicable laws, ethical guidelines and instructions.
Relationship Building:
Effective at relationship-building with the ability to partner effectively with colleagues within and beyond the department, as well as w