CRM Administrator

First Financial Bank

Job Description

Job Title

CRM Administrator

Status

Exempt

Reports To

Chief Operating Officer

Summary

The CRM administrator, as the primary contact and operational expert, maintains and supports the Bank's CRM system. The incumbent delivers optimal value of the CRM system by ensuring that the system capabilities are fully integrated into and operational in the day-to-day work processes of the organization.

The CRM administrator designs, configures, and implements system functionality to meet the needs of user groups and customers.

Typical Job Entry Requirements

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill and / or ability required.)

• Bachelor’s degree in Business or a related field or equivalent work experience pertaining to CRM administration.
• Two plus years’ experience working with CRM system within the financial services industry preferred.
• Experience with 360 View CRM system preferred.
• Experience with CRM system implementation, core system integration, associate training, and update installs.
• Working knowledge of project management and process engineering.
• Proven ability to effectively present information and responds to inquiries from senior management, vendors, business partners, technology experts, users and associates.
• Experience with AS400 preferred.
• Proficient in use of Microsoft Office suite of products.

Primary Activities

Essential duties and responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Develop custom reports and dashboards to measure success of activities and user engagement.
• Establish best practices and promote use of the tool.
• Assess user training needs and provide ongoing training, guidance, and support for the software and system.
• Collaborate with Marketing to implement marketing and sales campaigns.
• Provide on-call technical support for users.
• Analyze and recommend system upgrades, enhancements, and modifications to meet company objectives and end-user requirements, and resolve user and system issues.
• Collaborate with LOB’s to design and recommend fully automated incentive models and strategies.
• Streamline sales reporting processes and ensure accurate input and reporting of data.
• Maintain and regularly audit the integrity and quality of system data.
• Coordinate user access and records with the Security Team; respond to and resolve user questions, issues, and problems.
• Establish service level agreements with users; evaluate impact of user requests on system functionality and workflows.
• Develop and maintain a training curriculum and training materials.
• Attend sales and marketing meetings.
• Communicate with people outside of the Bank on a regular basis including business partners and vendors.
• Develop and implement policies, procedures, and service standards; interpret and communicate procedures and policies to staff members.
• Maintain technical and professional knowledge by attending educational workshops, professional publications and books, establishing personal networks, and staying informed of any legal, policy and procedural changes relating the Bank’s CRM software and core processor.
• Keep informed of industry changes, trends, and best practices, and the assess the potential impact on processes and procedures.
• Serve on various Bank Committees as assigned.
• Other duties as assigned.

Competency / Skill Level

The behaviors, knowledge, and motivations important to success in the job.)

• Strict attention to details and thoroughness in the completion of job duties.
• Critical thinking, logic, and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to issues.
• Initiative and willingness to take on responsibility and challenges.
• Customer Service Orientation.
• Teamwork and collaboration.

Bank Secrecy Act

• Maintain sufficient knowledge and understanding of the Bank Secrecy Act, Anti-Money Laundering / Anti-Terrorist Financing / PATRIOT Act and OFAC regulations
• To be able to fulfill applicable requirements and responsibilities under the Bank’s related policies and programs.

Critical Job Elements

Essential duties and responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Generally good working environment with little exposure to noise, extreme temperatures or other adverse factors.
• Average physical effort of hand and eye coordination, and dexterity of hand and fingers to work efficiently and accurately.
• Above average mental effort consisting of decision making, concentration and memory.
• Considerable effort and eyestrain from continued checking on the accuracy of all information processed with the department.
30+ days ago