Position Description

Join us as we bring hope and healing to the world’s most vulnerable children, caught in the cycle of poverty and disability.

About Hope and Healing International:

We are a Christian organization, working to bring hope and healing for children with disabilities in the world’s poorest communities.

Why This Role Matters

As Donor Services Representative you will be working as an integral part of the Donor Services team supporting donor fulfilment, the Donor Services Representative position will work to maintain consistency and accuracy of donor profiles in the data base system. As a member of the Donor Services team, you will process daily and monthly donations with speed and accuracy, answer all inquiries from donors and maintain new and current donor pledges.

Employment status: Contract Full-Time, Maternity Leave (35 hours per week)
Duration: April 27, 2026 to November 15, 2027
Salary: $44,000 – $49,000 per year
Location: 1600 16th Ave - Unit 1, Richmond Hill, Ontario

What You’ll Do

You will provide support the organization’s mission, including:

• Open mail daily together with the donor services team, verifying and checking donations for accuracy and full donor information, and handling incoming donor inquiries and information changes
• Create and update donor profiles in donor data base
• Update donor profiles by accurately inputting single gift donations, including mail-in donations, online donations, and manual credit card donations
• Maintain accurate records in the database for donor profiles as they relate to pledges, recurring records, and processing of recurring donations
• Start and/or stop donors activities ensuring pledge information is up to date
• Update donor profiles with data changes such as new address updates, phone number changes, new donor pledge information, new credit card information and any other information received from donors, other departments, and outside sources
• Ensuring returned mail is processed and followed up to ensure donor profiles are updated accordingly and accurately
• Communicate with donors to resolve credit card issues and to update new credit card expiry dates
• Process any credit card bank declines
• Process automatic credit card and bank account pledge donations and submit to bank for processing
• Running Electronic Funds Transfer reports (EFT) for recurring donations
• Upload and send the EFT information file to the TD Bank
• Provide totals to the Finance Department for monthly recurring donations
• Check daily for EFT declines
• End of the day closing process including printing off all donations, and issuing receipts and ‘thank you’ letters for the donors
• Reissue charitable tax receipts as requested and follow CRA guidelines for reissue
• Send ‘welcome’ and ‘thank you’ letters and other administrative letters to donors in relation to single gifts, pledges, and requests for information.
• Contact donors in a timely manner to renew their pledges and obtain updated credit card information for expired credit cards
• Process in-memory and in-honour donations, including creating, updating, and deceasing donors’ profile when necessary.
• File the batches numerically once completed
• Enter non-cash resources (NCR) donations and issue receipts if applicable

Additional Duties

• Maintain filing system for single gift transactions and pledges
• Make recommendations for streamlining departmental procedures
• Answer donor’s phone inquiries, receipting questions, and process phone credit card donations
• Archive pledge files
• Back up to mail out clerk as needed
• Perform other tasks as assigned by DS Manager

Our Ideal Candidate Will Have

Education & Experience

• High school diploma or equivalent.
• 3–5 years of experience in office administration, customer service, data entry, accounting, or a related field.

Communication & Donor Service Skills

• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to interact with donors and team members in a tactful, professional, and friendly manner.
• Demonstrated commitment to delivering excellent customer service and quality support to donors and colleagues.
• Ability to apply active listening techniques to ensure clear and effective communication with donors.
• Demonstrated patience and strong problem-solving skills when addressing donor inquiries or concerns.

Organization & Work Management

• Strong attention to detail and a high level of accuracy.
• Excellent time management and organizational skills, with the ability to prioritize tasks and manage multiple responsibilities.
• Ability to handle high volumes of work while maintaining quality and accuracy.
• Reliable, self-motivated, and able to work both independently and collaboratively.
• Demonstrated initiative and flexibility in adapting to changing priorities.

Professional Judgment & Work Ethic

• Ability to remain calm and professional when working under pressure or in challenging situations.
• Ability to exercise sound judgment, discretion, and maintain confidentiality when handling sensitive information.
• Ability to follow established guidelines, policies, and procedures.

Technical Skills

• Proficiency in Microsoft Office Suite and general computer applications.
• Efficient keyboarding skills (60+ words per minute).
• Experience with Studio Enterprise is considered an asset.

Physical Requirements

• Ability to remain in a stationary position (seated and/or standing) for extended periods.
• Ability to occasionally move office materials weighing up to 10 kg.
• Strong finger dexterity for tasks requiring precise keyboarding and data entry.

Working conditions and other requirements:

• Standard office environment when working on-site.
• Work from home one day per week, based on organizational needs.
• Must be fully committed to ensure that Hope and Healing International is a child/adult-at-risk safe organization.
• Must be fully committed to the core values and mission of Hope and Healing International.
• Must be eligible to work in Canada.

Why You’ll Love Working at Hope and Healing International

• You will work shoulder to shoulder with people excited about changing the world for children with disabilities so they can go to school, play and thrive in their community.
• You can bring your faith to work – it makes for an awesome atmosphere.
• Flexibility and work-life balance are important to us, so we provide a hybrid work model (one work-from-home day each week).
• We love spending time with friends and family, so we end work early on Fridays in the summer to allow our team to enjoy some fresh air and sunshine.
• We observe the National Day for Truth and Reconciliation with a day off and emphasize that the recognition and commemoration of the tragic and painful history and ongoing impact of residential schools is a vital component of the reconciliation process.
• Employees’ wellbeing is our priority. We have ergonomic and comfortable workspaces/rooms, fitness reimbursement and an Employee Assistance Program (EAP).

A Great Place to Work

We are proud to have been certified as a Great Place to Work® for our third consecutive year, reflecting the supportive and cohesive culture we’ve built and for inspiring employees to do great work!

If this tempts you even a little bit and you meet the minimum requirements, let’s set up a conversation.

Please forward your cover letter and resume to hr@hopeandhealing.org by March 31, 2026

Only applications with cover letters will be considered

Our Commitment

Hope and Healing International is an equal opportunity employer that is committed to diversity and inclusion in the workplace. Accordance with the Accessibility for Ontarians with Disabilities Act (AODA), Hope and Healing International strives to ensure that all recruiting processes are accessible. If you require an accommodation, please advise HR in advance of attending the interview.

Hope and Healing International is a ‘child-and-adults-at-risk-safe organization’. As a condition of employment, successful candidates will be required to undergo Vulnerable Sector Screening.

Only candidates selected for an interview will be contacted. All other applicants are thanked for their interest.