Supporter Collections Officer

The role is about to : support and administer the collection processes related to donor retention and donation sustainability for ActionAid Hellas (AAH), ensuring individual regular donors remain engaged and committed to AAH’s mission.

Key Accountabilities:

• Mass Deletions: Perform the routine "cleaning" of the ERP database by deactivating sponsored programs for supporters who have not contributed based on the established criteria.
• Credit Card and Direct Debit Rejections: Notify supporters monthly about unsuccessful automated payments (credit card and direct debit), ensuring prompt follow-up.
• Recalled Direct Debits: Inform supporters when their direct debit payments have been recalled.
• Refunds: Manage refunded transactions and communicate with supporters regarding the issue and the subsequent steps to be taken.
• Reminders: Contact supporters using non-automated payment methods (e.g., web banking) who have not donated in the past 3 months.
• Alerts: Actively update supporters who make donations every 6 or 12 months about their upcoming contribution. Remind supporters with 1- or 3-month donation cycles of their next payment deadline.
• Payment Checks: Generate files for expected payment slips in the upcoming month and handle any ad hoc payment slips inquiries.
• Renewals for Credit Card and Direct Debit: Refresh automated payment information and inform supporters about impending charges.
• Follow up on Contact Center Lists: Handle lists of supporters from the contact center who were unreachable or didn't respond, ensuring they are processed through the appropriate channels (reminders, rejections).
• Unidentified donations: Identify donations with incomplete data from Finace lists.
• Perform tasks on various platforms, including ERP systems, Excel, and marketing tools like Mailchimp for email campaigns and Mookee for Viber campaigns.
• Ensure smooth integration and coordination across platforms for all collection processes.
• Assist with additional responsibilities within the Back Office Team concerning regular donations, as required.
• In the case of a national or local disaster (such as a flood, fire, earthquake, etc.), compile a list of the areas affected from which our regular giving donors originate, enabling the Supporter Relations department to modify its response plan accordingly.
• Take the initiative to suggest alternative courses of action and develop contingency plans when needed.
• Partner with the Line Manager, IT department, and ERP vendor to maintain and enhance ERP system functionality.
• Collaborate with global teams to promote teamwork and mutual learning.
• Act as an ActionAid Ambassador.

Requirements

• A Bachelor's degree is mandatory.
• At least 1 year of experience in customer service or donor management is required.
• Proficient knowledge of Microsoft Excel is essential.
• Familiarity with ERP systems (preferably Entersoft ERP) and marketing platforms like Mailchimp and Mookee would be advantageous.
• Strong organizational and communication abilities, along with a keen attention to detail.
• An analytical mindset with experience in monitoring and reporting is important.
• Capability to work effectively under pressure and adhere to deadlines.
• Fluency in both Greek and English is necessary.
• An understanding of human rights, global poverty, and development issues is preferred.

Benefits

We provide a compensation package in addition to a supportive and welcoming workplace. We also offer medical insurance and ticket restaurant card.

We provide personal development opportunities, as well as opportunities to have a real impact on our society.

We embrace creativity and diversity.

We operate as an equal opportunities΄ employer, welcoming all applications regardless of gender, sexual orientation, nationality, religion, or beliefs, etc.

Applications deadline: 8/01/2025

Applications not accompanied by a motivation letter will be excluded from the selection process.

By applying for this position, I understand that AA Hellas requires its employees to refrain from sexual harassment, exploitation, and abuse against everyone we come in contact with through our work, including abusive behavior against children

Please note that only shortlisted candidates will be contacted within two (2) weeks of the closing date. Should you not hear from us during this time, do not be disappointed. Keep on following us on facebook and twitter  to find a job opening that matches your profile. All applications will be treated as strictly confidential and according to the General Data Protection Regulation (GDPR).