SDSU Research Foundation

  • KPBS Audience & Member Services Specialist

    Req No.
    2017-6110
    Category
    Radio/TV/Multimedia
    Type
    Full-Time Contract
    Salary
    Starting at $14.09/hour DOE
    Dept/Proj Name
    KPBS
    Close Date
    4/28/2018
  • Overview

    KPBS logo

    The KPBS Audience & Member Services Specialist – Automated Gift Processing reports to the Operations and Special Projects Manager for Membership and Corporate Support and is primarily responsible for the efficient and accurate processing of all membership contributions made by automated batch processing.

    This position ensures that all transactions occurring through automated batch creation are processed accurately and in a timely manner. Any follow up required, to ensure the accurate processing, is part of this position’s responsibility. This position serves as the primary contact with the third-party vendors associated with these activities and provides direct customer service to members who require corrections or clarifications about their membership contributions.

    In addition to addressing specific membership contribution issues, the position serves as back-up support in the Audience and Member Services call center.

    Responsibilities

    • Support the operations and procedures required to run the day-to-day activities of all member and donor transactions via automated batch creation as a result of account data uploads from the membership and development departments.
    • Process daily, weekly and bi-weekly credit card transactions, ACH transactions, web revenue and pledges; reconcile batch report totals with daily Cash Receipts file reports and transaction summary report.
    • Download daily lockbox check deposits and deposit records.
    • Maintain data integrity by adhering to established policies and procedures and through proactive quality control measures.
    • Maintain accurate records and back up documentation associated with all deposits and batch processing to help ensure the accurate and timely reconciliation of the membership database.
    • Act as KPBS’ main contact with EFT Corporations; process and submit EFT sustainer member donations.
    • Process credit card chargebacks and prepare deposit records.
    • Provide payment information to the Fulfillment Coordinator to facilitate timely fulfillment of thank you gifts for the sustainer pledges.
    • Monthly reconciliation of all transactions.
    • Research and adjust accounts and batches to ensure accurate processing of pledge and/or payment information, payment schedules, refunds, etc.
    • Ensure all member services issues related to credit card and ACH transactions are handled in a timely manner; ensure that follow up communications to members are completed.
    • Perform routine data clean-up activities including address changes, setting classifications on member accounts and recording interests and other stated or implied information communicated by the member.
    • Coordinate the matching gifts program.
    • Respond to calls that come in through the Automatic Call Distribution (ACD) system as well as mail, voice mail, e-mail, and other member communications; respond to questions, provide information and/or listen and respond to comments, complaints, and suggestions.
    • Ensure appropriate corrective measures are implemented in response to members who have questions or concerns about their membership status, delivery of thank-you gifts, and other related issues.
    • Other duties as assigned.

    Qualifications

    Knowledge and Abilities

    • Previous experience in an office or administrative environment.
    • Intermediate-level understanding and knowledge of fundraising software applications, or other similar financial database applications.
    • Intermediate computer skills including knowledge of the Microsoft suite of products such as Word, Excel as well as Internet, e-mail.
    • Ability to perform standard arithmetic functions and able to maintain a high level of accuracy.
    • Excellent organizational skills.
    • Strong written and oral communication skills.
    • Good analytical and problem solving skills.
    • Ability to effectively prioritize work and procedures while maintaining financial accountability, timely processing of monetary transactions and the ability to meet deadlines.
    • Ability to implement and maintain a high level of customer/member service.
    • Must be a team player and also be able to work independently.
    • Excellent customer service skills and the ability to troubleshoot and resolve customer service issues.
    • Ability to balance batch totals to deposit receipts.
    • Ability to perform administrative functions related to job assignments including simple record keeping.
    • Ability to work in a team environment.
    • Ability to take initiative.
    • Ability to report to work on time.
    • Ability to follow directions from a supervisor.
    • Ability to interact effectively with co-workers.
    • Ability to understand and follow posted work rules and procedures.
    • Ability to accept constructive criticism.
    • Must be able to utilize and be guided by the KPBS mission statement.
    • Must be able to communicate a variety of ideas and information clearly
    • Ability to work well with others, including the public and other staff; maintain a calm and patient demeanor with friendliness, engagement and sensitivity.

    Experience

    • Three years’ experience in an operations or accounting department, preferably in a revenue-generating environment.

    Education

    • Some college, professional certification or other special training.

    A background check (including criminal records check) must be completed satisfactorily before any candidate can be offered a position with SDSURF.  SDSURF is an EEO/AA/Disability/Vets Employer.

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