Officer Supporter Care

**Position Title**:Supporter Care Field Officer Sr.**Location**:México, Guatemala, Honduras, Ecuador, Bolivia or Brasil**ChildFund office**:Country Management**Manager/Supervisor title**:Sr. Program Specialist**Position type**:Full-time regular**Work environment**:Remote**About ChildFund**- ChildFund is a child-focused international development organization that works in 23 countries to connect children with the people, resources, and institutions they need to grow up healthy, educated, skilled and safe, no matter where they are.**ChildFund’s Values**ChildFund values a diverse, equitable, inclusive, and accessible environment where everyone is welcomed and celebrated equally. In our culture of connection, you will have ample opportunity to grow, learn, and lead while contributing your talents and innovations to our inspiring mission.**ChildFund’s Commitment****About This Role**- The Supporter Care Field Officer is responsible for all sponsor inquiries (from USsponsors or Alliance Members) for Bolivia, Ecuador, Guatemala and Honduras. S/he is our external face to Supporter Care at our International Office, sponsors and Alliance members on daily questions, concerns, complaints, and opportunities.This person will also have to manage some delicate situations about sponsors' donations, family conditions and program offers vis‐à‐vis sponsors' expectations. S/he is a member of the regional office and provides daily support across the America's region. In that sense, s/he will also be in direct contact with Local Partners across Bolivia, Ecuador, Guatemala, Honduras. This is a support and coordination position and will require to ensure that cases are resolved in accordance with the policies and procedures of the International Office, in coordination with the sponsorship staff of the Country Offices, leading strategic discussions, decisions, and high-level resolutions.This role is also responsible for identifying opportunities for improvement and optimization of overall sponsorship processes in countries across the region (México, Guatemala, Honduras, Ecuador, Bolivia, and Brazil), and ensuring the quality and compliance of sponsorship communications in the region, for which it must coordinate, support, and monitor progress of country offices.**Required Experience and Education**- 5 years’ experience in sponsorship/communications/customer service.- Keen multi‐lateral understanding of field/family context, Local Partner operations and sponsor expectations (marketing messages).- Understanding of multi‐cultural differences and ability to navigate these differences.- Customer service attitude with special focus on conflict resolution- Understanding of when to escalate cases.- Ability to influence towards common/shared positive experiences and opportunities.- Clear written communication skills in Spanish and English- Demonstrated analytical and reporting experience (understanding reports, synthesizing, creating).- Very organized with ability to multitask, prioritize and anticipate unstated questions or concerns.- Fully bi‐lingual in English and Spanish. Knowledge of Portuguese is an added value.- Ability to travel.**Primary Responsibilities**- The main purpose of this position is to manage cases and requests for information from sponsors, ensure compliance and quality in communications related to sponsorship, and identify opportunities for improvement in general processes related to sponsorship, focusing on resource optimization.**Case Management**- Check for new cases daily, assess and prioritize for quick resolution.- Translate (language and context) inquiries and coordinate resolution with Local Partners- Monitor all open cases and follow‐up with Local Partners as needed to ensure timeliness standards and improve quality levels (complete response).- Translate and close all cases with a high level of detail and quality by responding to the sponsors or appropriate office.- Create and distribute monitoring reports to Country Offices and Regional Office to achieve operational excellence.- Create and maintain a quick reference guide per country (holidays, seasons, school schedules, cost for common items, program offers, geographic presence etc.)- Track trends over time (per country or LP) for pre‐emptive resolution.- Determine and develop recommendations for improved communications, engagement initiatives and operational practices based on customer feedback and observations (and escalate individual cases, as needed)**Sponsorship Communications**:- In coordination with sponsorship county office’s teams ensure compliance in coordination with sponsorship county office’s teams communication processes (CPR, CLI, Magic Moments, etc.), providing support and follow-up to country offices.- Evaluate compliance with international office standards for sponsorship communications and provide feedback and recommendations to country offices to ensure quality and compliance with commit