Title: Specialist, Member Solutions

Job Family/Career Level: Marketing/Specialist

Reports to: Manager, Member Solutions

FLSA Status: Exempt

Revision Date: August 31, 2023

Major Function

Ensures world-class customer service and communications with WWF’s members and the general public. The Specialist, Member Solutions, is responsible for the timely triaging of member inquiries escalated from WWF’s Member Solutions Call Service Center (CSC) and works with the Coordinator, Member Solutions, to determine which issues each can handle. Responsible for researching and resolving moderate to complex issues regarding WWF’s supporters by determining levels of urgency, resolving donor issues and/or forwarding inquiries to appropriate WWF staff. Improves Members’ experiences with WWF by working to solve problems, improve systems and recommend workflows to colleagues, including both internal and external stakeholders. Leads team’s Zendesk instance for automations and efficiencies for both members and for the SmartGiving program. Works directly with high dollar donors giving via SmartGiving channels to locate and acknowledge donations correctly.

Key Responsibilities

• Responsible for Member Solutions inquiries on IRA/QCD/DAF Giving Channels. Provide donors with the necessary information and guidance to process these specialized donations and ensure donors receive appropriate acknowledgements and receipting. Collaborate with the Development team to ensure these inquiries are resolved in a timely and thorough manner.

• Responsible for the bulk order process built out in MS Teams so that FundOps and Data Integrity are aligned with bulk order processing outside of WWFGifts regular donor interface.

• Responsible for the functionality and best practices of Zendesk platform by maintaining WWF’s library of macros and leveraging its features to create efficiencies for donor correspondence. Creates and maintain ticket triggers, key words and the assignment of categories to match Pawprint’s categories to enhance reporting accuracy.

• Maintains the Operational Resource Guide for the CSC vendor. Regularly updates it to reflect business rule changes and WWF programmatic changes to ensure accurate resolution of donor inquiries. Supports the vendor training sessions. Participates in regular meetings and performance reviews with vendors to answer questions and provide guidance on how to appropriately handle member interactions.

• Provides effective donor service and communications with WWF’s members and the general public, serving as the main point of contact for vendors within the Member Solutions team and focusing on issues directly impacting Member Solutions’ functions and results.

• Collaborates on special projects including revamping systems to better support the donor interactions and experience whether by phone, website, email, instant messaging, or other.

• Identifies and watches for trends, processing errors, or other issues which may affect Member Solutions. Contributes to meetings, analyses, and other efforts to improve or solve issues. Documents and develops new procedures to prevent problems from recurring. Supports feasibility assessments and ensures communication is ongoing throughout the process.

• Maintains member and supporter records including address changes, requesting account merges, interaction updates, etc.

• Responsible for processing refunds in eCRM and WWFGifts Admin tool. Reviews member premium item returns, member mail, and coordinates resends as needed. Responsible for contacting members when necessary.

• Collaborates with Coordinator, Member Solutions, to ensure bulk interaction uploads are completed daily and serves as backup for this function.

• Works with WWF’s Social Media team to ensure pathway for responses from FAQs are updated.

• Performs other duties as assigned.

Skills and Abilities

• A Bachelor’s degree is required along with a minimum of 4 years of related work experience.
• Knowledge and understanding of practices applicable to customer service, customer satisfaction and vendor management.
• Strong problem-solving aptitude.
• Proven ability to successfully work with members, colleagues from a variety of departments, and outside vendors.
• Outstanding project management and organizational skills.
• Strong written and verbal communication skills.
• Excellent interpersonal skills requiring knowing when to use courtesy, tact and/or diplomacy to effectively communicate with all constituents.
• Ability to operate with independence, under pressure, to meet deadlines and commitments.
• A strong commitment to providing quality service to optimize donor experience required.
• Experience with CRM databases required.

• Committed to building and strengthening a culture of inclusion within and across teams.
• Identifies and aligns with WWF’s core values: Courage, Integrity, Respect, and Collaboration:
  • Demonstrates courage by speaking up even when it is difficult, or unpopular.
  • Builds trust with colleagues by acting with integrity, owning mistakes, and holding oneself accountable.
  • Welcomes other points of view and ideas, recognizing and embracing different and contrary perspectives with kindness, curiosity, and encouragement.
  • Makes conscious efforts to promote cooperative practices, behaviors, and ways of working across many groups and individuals.