About Give.Asia
Everyone wants to, can do, and is willing to give. Give.Asia develops and scales practical ways for communities to care for one another. We identify overlooked needs, design responses, test them on the ground, and help effective models grow. Our ambition is a society where everyone sees themselves as a giver and kindness becomes part of everyday life.
The role
The Case Coordinator makes sure every fundraising case is followed through properly, from first contact to closure. You will keep case records accurate, watch service timelines, and escalate early when something is at risk, so that participants and partners always experience a dependable, caring service.
This is an execution-focused role at the heart of our programmes. You will work closely with the Operations and Administration Lead and help improve how cases are handled, documented and supported by internal tools.
What you will own
• Case administration
Contact fundraisers and beneficiaries at the agreed service schedule and intervals, conduct verification, chase pending actions, and close each case only when the work is properly done.
• Case follow-up
Coordinate with other team members and partners to support the fundraising and fund disbursement
• Case records
Keep every record accurate, complete and up to date. Notice missing information, duplicate entries or unusual details and fix them or raise them.
• Service timelines
Track each case against turnaround and follow-up benchmarks. Flag cases at risk of breaching a timeline before they do.
• Escalation
Apply the escalation rules and pass issues to the Lead, Programmes, Finance or Compliance with a clear summary. Record the outcome and make sure the issue is closed.
• Pattern spotting
Notice recurring problems across cases and share them with the Lead so processes, templates and tools can be improved.
• Operating rhythm
Provide accurate case data for the weekly report and contribute to SOPs, checklists and training materials from your day-to-day experience.
• Tools
Work confidently in our case management tools and spreadsheets, give feedback on what slows you down, and use AI-enabled tools to work faster and more consistently.
What success looks like
Every case moves forward on time, nothing is dropped between teams, and the records can be trusted by anyone who opens them.
Outcome: Example measures
Speed: Case turnaround and time to first follow-up
Reliability: Follow-up rate, SLA achievement and on-time escalations
Quality: Record accuracy, incomplete records and rework
Learning: Process gaps reported and improvements adopted
You will probably thrive in this role if you
• Have approximately 2 to 4 years of experience in case management, customer or service operations, programme administration or another follow-up-intensive environment.
• Communicate clearly and kindly with participants, partners and colleagues, in writing and by phone.
• Handle personal and sensitive information with discretion and follow data protection requirements.
• Are confident with spreadsheets and workflow or case management tools.
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