SUMMARY
Under the direction of the Manager, Pledge Processing, act as a functional lead for Seasonal Pledge Processing staff during annual Community Campaign, monitoring all electronic processing tasks. Serve as the department point person and subject matter expert for third-party gifts and electronic pledge processing . Assist in division planning, monitoring policies, implementing procedures, and identifying process improvements. Activities are summarized below as it relates to each area. This position reports to the Manager, Pledge Processing.

RESPONSIBILITIES
Include the following, but are not limited to:

SEASONAL PLEDGE PROCESSING FUNCTIONAL LEAD

• Oversee Seasonal Staff to ensure eWay and other electronic transactions are completed within target timelines. Assign tasks to Seasonal Staff including pledge impersonation, Connector processing and special projects.
• Respond to and resolve electronic pledge processing issues and Seasonal Staff questions with a high degree of independence, escalating issues as appropriate to Pledge Processing Manager, and identifying areas for improved training or procedure enhancements.
• Create and administer training for Seasonal Staff on all electronic pledge processing topics and maintain training library.
• Manage eWay write-in designation process: research information for new write-in agencies, maintain online write-in database, and provide information to Payout Specialist to create new agencies in Andar.
• Manage receipt of Fully Paid gifts made through eWay: adjust envelopes as needed, forward any Direct Checks, prioritize high value payments, and manage post-campaign unpaid gift resolution.
• Execute follow-up tasks immediately after campaign ends and until issues are resolved, including supporting eWay-to-Andar reconciliation process.
• Assist in creating and maintaining policies and procedures for seasonal pledge processing staff.
• Field questions from internal staff regarding accounts and donors. Communicate issues, updates, and resolutions to key internal stakeholders.

EXPECTED OUTCOMES
Seasonal Staff are well-trained to complete their tasks. All electronic processing is completed in target timelines. Staff or processing issues are escalated appropriately to Pledge Processing Manager.
ELECTRONIC PLEDGE ADMINISTRATION

• Serve as primary Andar Connector liaison and provide oversight of all Connector processes including downloads, uploads, and macros.
• Test Connector scripts annually to ensure data accuracy; coordinate with eBusiness and IT to identify priority testing areas based on eWay system or content updates.
• Identify Connector errors and opportunities for enhancement; collaborate with IT and/or Helix to resolve errors and implement enhancements.
• Administer the processing of all Nexus results into Andar during Campaign season.
• Administer the year-round processing of all non-eWay electronic results including Vision 2, PopMoney, iAttend and any other UWGMWC website giving.

EXPECTED OUTCOMES
Connector processes are tested an optimized to reduce errors and increase efficiencies. Connector issues are resolved in a timely manner and escalated appropriately to Pledge Processing Manager. Other electronic results (Nexus, Vision 2) are completed within target timelines.
THIRD PARTY TRANSACTION ADMINISTRATION

• Lead the retrieval and processing of third-party gift results into Andar: use advanced Excel skills to customize and prepare data for import, ensure data accuracy by following data integrity guidelines, maintain account status list.
• Research special instructions for each account and maintain notes in Andar to reduce processing errors. Ensure accuracy by communicating with vendor, UWW, other United Ways or account managers to clarify special instructions.
• Investigate and resolve third party processing errors: analyze pledges and payments in Andar and in third-party reports; communicate with vendors, UWW, other United Ways and internal staff to solicit information; create comprehensive documentation on issue. Work with Pledge Processing Manager on issue resolution and escalation.
• Analyze non-standard accounts that require special handling, including “evergreen” campaigns. Assist in developing alerts, reports or procedures to monitor non-standard accounts.
• Train and monitor Seasonal Staff members assisting with third-party processed gifts.
• Collaborate with Finance team to analyze third party payments, ensuring that they are posted correctly.

EXPECTED OUTCOMES
Third-party accounts are researched and processed within goal timelines. Accounts have up-to-date notes and instructions in Andar. Issues are resolved in a timely manner and communicated to key internal and external stakeholders.
GENERAL PLEDGE PROCESSING SUPPORT

• Provide back up and additional support for daily entry of donor gifts received through the mail: open and sort mail, enter corporate and individual gifts, create deposits. Maintain audit trails specific to each transaction.
• Provide back up and additional support for donor, agency, and internal staff inquiries.

SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.

EDUCATION & EXPERIENCE REQUIREMENTS

• Minimum Associate’s degree, preferably in accounting or finance.
• Three or more years of related finance and business process.
• Team lead experience preferred.
• Proficient in Microsoft Excel, Word, and Outlook.
• Experience with CRM preferred.

CORE COMPETENCIES

• Mission-Focused. The top priority for all United Way professionals is to create real social change that leads to better lives and healthier communities. This drives their performance and professional motivations.
• Relationship-Oriented. United Way professionals understand that people come before process and is astute in cultivating and managing relationships toward a common goal.
• Collaborator. United Way professionals understand the roles and contributions of all sectors of the community and can mobilize resources (financial and human) through meaningful engagement.
• Results-Driven. United Way professionals are dedicated to shared and measurable goals for the common good, creating, resourcing, scaling, and leveraging strategies and innovations for broad investment and impact.
• Brand Steward. United Way professionals are stewards of the brand and understand their role in growing and protecting the reputation and results of the greater network.

ADDITIONAL SKILLS & COMPETENCIES

• Customer Focus: Ability to work in a complex environment using interpersonal skills. Builds effective relationships with customers, identifies customer expectations, tries to see issues from their point of view; offers practical solutions to problems. Ability to problem-solve customer issues and work with flexibility.
• Approachability: Listens; allows adequate time for interactions; creates a supportive communication environment.
• Process Management: Uses the necessary steps to successful execution/completion of tasks within the work environment and demonstrates necessary discipline in adhering to existing processes; uses creativity/innovation in analyzing needed changes/improvements to existing processes. Ability to use technical skills to work independently, organize tasks, implement, and follow through to completion.
• Investigation: Conducts thorough gathering of factual information as a basis for decision making. Demonstrated ability to anticipate problems and identify and implement solutions when needed.
• Ethics & Integrity: Makes decisions and conducts self-consistent with organizational principles.
• Language Skills: Ability to read and interpret technical procedures; write business correspondence and procedure manuals; effectively present information and respond to questions from customers, other employees, and the general public; communicate and work effectively with donors, agencies and others in the community representing a broad range of interests and backgrounds; respond to inquiries or complaints from customers, agencies or members of the business community. Demonstrated verbal and written communication skills.
• Mathematical Skills: Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; compute rate, ratio, and percent. Ability to analyze data and utilize computer reports using the above computer programs.
• Reasoning Ability: Ability to define and solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; interpret a variety of instructions furnished in written, oral, or diagram form.

PHYSICAL DEMANDS
The physical demands at UWGMWC are representative of what is needed to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone keyboard, reach, stoop and occasionally kneel.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Light to moderate lifting is required (such as loading paper into a paper tray).
• Ability to uphold to the stress of traveling (in designated positions).
• Regular, predictable attendance is required; including additional overtime as business demands dictate.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (business office with computers, phone, printers, and light traffic).
• Ability to work in a confined area.
• Ability to sit at a computer terminal for an extended period.

AMERICANS WITH DISABILITIES
It is the policy of UWGMWC to comply with all relevant and applicable provisions of the Americans with Disabilities Act (ADA), as amended. UWGMWC will not discriminate against any qualified applicant with respect to any terms, privileges or conditions of employment based upon an individual’s physical or mental disability. UWGMWC will also make reasonable accommodation whenever and wherever possible for all employees or applicants with disabilities provided that the individual is otherwise qualified to safely perform the duties and assignments required by the job, and provided that any accommodation does not require significant difficulty or expense. UWGMWC’s policy of non-discrimination applies to all personnel and employment practices including, but not limited to, job application procedures, hiring, advancement, termination, compensation, job training and other terms, conditions, and privileges of employment.

EQUAL OPPORTUNITY EMPLOYER
It is the policy of UWGMWC to provide equal employment opportunity to all individuals regardless of their race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, veteran status or military service, or other non-merit factor or other legally protected characteristic. This applies to all recruiting, hiring, placement, training, promotion, compensation, transfers and other employment-related programs and personnel actions.

COVID 19 PROTOCOL

• United Way of Greater Milwaukee & Waukesha County mandates that all employees be fully vaccinated against COVID 19. For purposes of this policy, an employee is considered fully vaccinated two weeks after receiving the second dose of a two-dose vaccine (Pfizer or Moderna) or one dose of a single-dose vaccination (J&J) as well as timely boosters.
• When requested, United Way will provide a reasonable accommodation/medical exemption for any disclosed medical condition or disability of a qualified individual or a sincerely held religious belief which prevents the employee from receiving a COVID-19 vaccination, provided the requested accommodation is reasonable and does not create an undue hardship for United Way and/or pose a direct threat to the health or safety of others in the workplace and/or to the requesting employee.

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