Sponsorship Associate

Careers that empower young dreamers

When you make a decision to work with Children Believe you’re not just doing something great for your career, you’re helping empower children around the world to access education, pursue their dreams and be a voice for change. We know there are lots of career options for talented, top performers like you, but not many offer the opportunity to help children live and dream fearlessly. Children Believe is currently recruiting for the following position:

Sponsorship Associate

The Sponsorship Associate (SA) is responsible for providing sponsorship support and technical guidance for our countries of operation. The SA is required to build expert knowledge on the sponsorship management of the country or countries assigned in order to add value to the sponsor experience by focusing on all service deliverables related to child information and child correspondence. The position takes ownership of issues related to their countries of expertise, identifying solutions, advising management of obstacles and providing recommendations for resolution, and acts as the primary advocate for improving the relationship and impacts with the country offices. The SA will represent the voice of the donor to the country office and be proactive in anticipating donor concerns, reactions, questions and complaints.

This role includes, but not limited to:

1. Country Office Communication (30%)

Be the first line of contact for Donor Care Associates and Country Office (CO) staff for issues relating to sponsorship management.
Provide sponsorship management technical guidance to assigned Country Office(s).
Monitor Country Office sponsorship management KPIs in order to provide support, identify any trends and take appropriate steps to acknowledge areas of strength as well as address areas for improvement.
Follow up on outstanding issues with Country Office staff and resolve within stipulated timeframes.
Provide support to the CO Sponsorship Manager in the training of CO-based Sponsorship Administrators
Analysis of CO sponsorship management productivity reports and developing appropriate interventions for improved performance and results; for example, review Communication Overdue reports and develop a strategy to reduce overdue in collaboration with CO sponsorship staff.
Prepare for and execute program graduations according to graduation policy and procedures.
Monitor issues of child protection and medical needs
Support any other CO needs regarding child information

2. Child Correspondence (50%)

Receive, assess and distribute CO packages of child correspondence to the sponsor in a timely manner.
Perform quality assurance of correspondence and maintain commitment to Key Performance Indicator.
Review child correspondence ensuring child protection policy is being followed.
Notify Country Office staff of issues arising from packages received and provide guidance and coaching.

3. Child Information (15%)

Process all child corrections and subsititutions in our CRM, in order to keep sponsors up to date about their sponsored child(ren)
Support all donor inquiries about their sponsored child by orgainizing documents and completing follow ups with country office sponsorship teams. This also includes reviewing the inquiry response for completeness and asking further questions to clarify answers.
Maintain a stipulated level of enrolled and unassigned children for each country of operation.
Continuously monitor the quality of child data in CRM and Children Believe’s website to ensure high quality standards are being meet.
Take timely and appropriate action to resolve quality issues.

4. Others (5%)

Prepare and provide sponsorship packages to support FD&C campaigns when required
Assist with the coordination of sponsor visits when required
Comply with all Children Believe policies and procedures.
Other related duties as assigned.

The ideal candidate possesses:

Minimum post-secondary diploma
Minimum 2 years related work experience
Demonstrated ability to provide superior customer service; knowledge of customer service best practices and ‘Donor first’ approach to meeting demands
Exercise good judgement, tact and diplomacy in donor interactions; proactive in anticipating donor questions, reaction and/or concerns
Ability to work independently to achieve quality and production standards
Excellent written and verbal English communication skills
Excellent grammar, editing and proof reading skills
Knowledge of MS Word, Excel and Outlook; technical experience working with database software and photo processing programs would be an asset
Speed and accuracy
Good organizational and time-management skills
Good problem solving ability – research problems and related information, make recommendations accordingly
Ability to maintain a well-organized filing system
Ability to focus on routine, repetitive work and respond to peak volumes
Excellent interpersonal skills in order to work effectively with other staff and redistribute work effort at certain times
Knowledge of or experience working in international development an asset
Ability to speak and/or write in either French or Spanish will be considered an asset
Commitment to Children Believe Vision, Mission and Values

Attributes, Traits, and Behaviours:

Accountability for results
Organized and detail oriented
Ability to multi-task and respond positively to shifting priorities
Excellent Customer Service
Influence and persuasion
Exceptional team player
Demonstrated customer-service behaviour and attitude
Commitment to meet deadlines
Ability to view things in a broad scope but also consider minute details as the circumstance dictates
Commitment to on-going professional development