Operations and Customer Service Manager

Article

Reports to: Senior Director, Finance and Operations
Department: Finance
Classification: Full-Time
Post Date: May 26, 2016

JOB SUMMARY

Reporting to the Senior Director of Finance and Operations, the Operations and Customer Service Manager is responsible for United Way California Capital Region’s (UWCCR) customer service, management of the pledge processing vendor contract and assisting with daily, monthly and year-end Finance Department responsibilities. Accountabilities include: customer service/donor management, donor acknowledgement letters and agency reports, monitoring daily bank balances, and basic general ledger entries. This position consistently exercises a high degree of initiative, independent judgment and decision making in selecting alternatives within established guidelines, policies and procedures.

ESSENTIAL FUNCTIONS:

  • Assist the Senior Director with the daily, monthly and year-end operations of the Finance and Operations Department
  • Assist in the preparation of financial reports such as financial statements, budget performance, and grant financial reporting
  • Assist in preparing assigned schedules for the annual and interim audit
  • Ensure all customer service policies, processes and systems support and strengthen the strategic objectives of the overall organization
  • Handle customer/donor complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Monitor the pledge processing contractor’s progress and performance to ensure services conform to the contract requirements
  • Oversee distribution of agency donor lists, donor thank you letters, tax letters and other pledge processing reports
  • Administrative duties such as maintaining schedules, providing telephone support, filing, meeting room set-up, and the production of various reports
  • Participate actively and positively in department and organization team meetings
  • Be knowledgeable of UWCCR activities and functions in order to respond to volunteers, donors and team members
  • Perform other project services and duties as assigned 

DESIRED EDUCATION AND EXPERIENCE:

  • Bachelor’s degree in business, finance or accounting
  • 2+ years of accounting experience or related function
  • 2+ years of data processing and data management experience or related function
  • 2+ years of customer service, customer relationship management or related function
  • Experience using Andar/360 Fundraising and Donor Management software a plus
  • Experience using Abila MIP Fund Accounting software a plus

KNOWLEDGE, SKILLS AND ABILITIES:

  • Excellent communication skills, verbal and written, including the ability to communicate well in a
  • variety of settings with a variety of stakeholders
  • Strong analytical, troubleshooting, and problem-solving abilities
  • Able to react, organize and prioritize within a high pressure, fast paced environment
  • Outstanding work ethic and willingness to do what it takes to get the job done
  • Ability to work independently with a high attention to detail
  • Constant decision making and concentration
  • High level of proficiency in various Microsoft Office applications
  • Ability to maintain a polished professional appearance
  • Work in an office environment, lift and move objects up to 40 pounds such as large binders, books,
  • boxes, and small office equipment

SPECIAL REQUIREMENTS:

  • Possession of an appropriate California operator’s license issued by the State Department of Motor Vehicles, and adequate automobile insurance; possession and maintenance of a good driving record (as evidenced by freedom from multiple or serious traffic violation for at least a two-year duration) that does not contribute to an increase in UWCCR insurance rates.
  • Ability to pass National Service Criminal History Check (Background check)
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