Member & Donor Information Specialist

Summary: The Member & Donor Information Specialist (MDIS) helps to set and promote a high-level of service to the Appalachian Mountain Club’s (AMC) members and donors. This is done primarily through back-office data management yet also involves direct constituent services in person, over the phone and via email. The MDIS is responsible for ensuring that all membership payments, donations, and subscriptions are processed on a timely and accurate basis. The MDIS plays a key role in maintaining the integrity of AMC’s Salesforce database, closely coordinating with AMC’s Contact Service Center, accounting, gift entry, and development staff. S/he has a firm command of gift entry and data entry processes and procedures, and suggests improvements and adjustments to these as warranted, including by providing training and documentation to others on the team. S/he runs data integrity processes and handles adjustments as needed.

This full-time, year-round, salaried, exempt position with excellent benefits and based at AMC’s headquarters in Boston, MA.

Primary Responsibilities:
- Ensure quality and accuracy of member and donor data in Salesforce; become AMC’s Salesforce gift entry expert with a deep knowledge of Opportunities, Fund codes, and subscription processes.
- Coordinate, process, and reconcile donations and pledges, including but not limited to annual fund, monthly giving, memorial and honorary, restricted contributions, matching gifts, and corporate and foundation grants.
- Ensure that members/prospective members are able to get the help they need when they contact AMC for member-related services or issues. Work with Contact Center staff and supervisor to ensure high quality responses to member/donor inquiries. Train and support Contact Service Center staff on how to resolve simpler issues and when to escalate issues.
- Coordinate processing with Gift Processing Associate, ensuring accurate and timely data entry.
- Work with Director of Development Operations to streamline gifts processing and acknowledgement procedures, maintain strong lines of communication, and develop approaches to manage unusual gifts and grants.
- Manage data integrity processes, including weekly reports identifying missing data, and regularly scheduled duplicate elimination and address standardization processes.
- Review all temporary contacts created by online transactions daily to determine whether a record already exists in the database.
- Interact with Finance on reconciliation issues and general ledger protocol. Manage refund process.
- Maintain subscriptions from libraries.
- As one of the Salesforce ‘power users’ on staff, help maintain and update the Salesforce procedure and data governance manual as needed.
- Work with Director of Development Operations and Director of Membership on close of month for data entry and monthly reporting.
- Manage gift processing from workplace giving portals (e.g. United Way, CFC, EarthShare, Benevity, etc.), matching gift programs, stock gifts, wire transfers and grants.
- Correspond with members and donors about matching gifts and member/donor transactions as needed.

Qualifications and Experience:
- 3 years of data entry experience.
- Progressive responsibilities and success with high level customer service.
- Possess an extreme attention to detail.
- Salesforce experience, including Click and Pledge, Gravity forms, and Reports, strongly preferred.
- Must be highly organized, work independently and able to maintain accuracy when working at a fast pace.
- Excellent oral and written communication and interpersonal skills.

To Apply: Please include your resume and a cover letter when applying. No phone calls, please.

The Appalachian Mountain Club has zero tolerance for child abuse or placing children in danger. The AMC requires all employees who work in a program or facility which serves children, disabled persons or the elderly to have a criminal background record check performed on their name annually with employment contingent upon satisfactory results.

The AMC is an Equal Opportunity Employer and values diversity in the workplace. The AMC encourages the involvement of all people in its mission and activities, through its membership, programs, policies and procedures. Our goal is to be a community that is comfortable, inviting and accessible for people of any age, gender, race, religion, ethnicity, ability, sexual orientation or socioeconomic status. Join us!