Donor Care Officer

UNRWA is a United Nations agency established by the General Assembly in 1949 and is mandated to help and protection to a population of 5.7 million registered Palestine refugees. Its mission is to help Palestine refugees in Jordan, Lebanon, Syria, West Bank, and the Gaza Strip to achieve their full potential in human development, pending a just solution to their plight. UNRWA’s services encompass education, health care, relief and social services, camp infrastructure and improvement, microfinance, and emergency assistance. UNRWA is funded almost entirely by voluntary contributions.

This UNV assignment is part of UNRWA's Private Sector Partnerships (PSP) team, which is responsible for mobilizing private sector support, acquiring new donors, and ensuring that existing donors remain engaged and appreciated. As part of this mission, the Donor Care function plays a vital role in building trust, enhancing the donor experience, and ensuring supporters feel connected to the impact of their generosity. The Donor Care Officer will be responsible for managing donor communications and providing timely, empathetic, and accurate support to UNRWA’s individual donors. This includes responding to donor inquiries, processing requests, updating donor information, and collaborating with the fundraising team to ensure a seamless donor experience. The Officer will also contribute to developing systems and processes that improve donor retention and satisfaction.


National UN Specialist Volunteers in Jordan are entitled to:
• Monthly Volunteer Living Allowance (VLA) at the amount of JOD 1,145.08;
• Annual and learning leaves;
• Free Medical and life insurance;
• Free access to different learning platforms.

For more information on UN Volunteer benefits, entitlements and support, please visit:
https://www.unv.org/volunteer-your-country-conditions-service

Within the delegated authority and under the direct supervision of the Donor Engagement Officer or his/her designated mandated representative(s), the UNV Donor Care Officer will:
• Serve as the first point of contact for donors, handling inquiries related to donations, UNRWA’s work, and donor account management, ensuring timely and professional responses.
• Support donors with changes to their giving (cancellations, upgrades, payment updates).
• Update and maintain donor records in the CRM system to ensure accuracy.
• Prepare donor acknowledgment messages, thank-you letters, stewardship materials, and other donor communications throughout the donor journey.
• Collaborate with the Digital Fundraising and Donor Retention teams to ensure donor-facing messaging is clear, accurate, and engaging.
• Optimize donor care systems and tools, ensuring that best practices are implemented, and donor feedback informs continuous improvement.
• Support with creating donor surveys, feedback mechanisms, and reporting.
• Support fundraising campaigns during peak periods by handling increased donor inquiries, personalizing donor communications, and ensuring smooth donor journeys.
• Perform other donor care-related duties as assigned.
• Any other related tasks as may be required or assigned by the supervisor.