Support Executive

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About the Role

We are looking for a detail-oriented and empathetic Donor Support & Reconciliation Executive to join our team and ensure a high-quality donor experience across Impact Guru Foundation (IGF) and Care Guru Foundation (CGF). This role will bridge donor communication and backend donation validation, handling donor queries, reconciling donations, and ensuring timely and accurate reporting.

Key Responsibilities

1. Donor Relationship Management

• Handle donor queries via Donor Care emails for IGF and CGF.
• Respond to toll-free and WhatsApp inquiries professionally and empathetically (24/7 support model).
• Take ownership of escalated cases and ensure timely closures with donor satisfaction.
• Act as Point of Contact (POC) for IGF-related donor queries and coordinate with the Donor Relations Team (DRT).

2. Donation Reconciliation & Validation

• Validate channel partner donations with daily tracking (CGF).
• Reconcile donations across all payment gateways and banking channels (CGF).
• Maintain and regularly update the Bank Master Sheet (CGF).

3. Data Handling & Reporting

• Maintain structured donor query trackers.
• Prepare and publish monthly dashboards for internal stakeholders.
• Coordinate with the CGF team on donation confirmations, issuance of 80G receipts, Form 10BD, and refund cases.

4. Operational Excellence

• Highlight critical donor concerns to internal teams on priority.
• Perform PAN Verification using Saral TDS.
• Execute WhatsApp and bulk email campaigns for donor communication.
• Support internal audits and ensure compliance with financial and data integrity standards.

Qualifications

• Bachelors degree in Commerce, Business Administration, Finance, or a related field.
• 2–4 years of experience in donor/customer support, finance operations, reconciliation, or similar roles.
• Experience in the non-profit or social sector is a plus.

Technical & Functional Skills

• Advanced Excel: VLOOKUP, HLOOKUP, Pivot Tables, IF statements, Conditional Formatting, Data Validation, etc.
• Proficiency in Google Sheets, Google Workspace, and other data tools.
• Familiarity with donor management systems, CRMs, or reconciliation software is preferred.
• Understanding of PAN verification tools (e.g., Saral TDS).

Soft Skills & Attributes

• Strong written and verbal communication.
• High attention to detail and analytical thinking.
• Ability to multitask and meet tight deadlines.
• Proactive problem-solving and ownership.
• Cross-functional collaboration skills.
• High level of integrity, confidentiality, and accountability.
• Process-oriented mindset with a passion for continuous improvement.
• Quick learner and adaptive in dynamic work environments.