CRM (Customer Relationship Manager System) Administrator

Job Description:

Shift: First Shift

United Community Bank is looking for a CRM (Customer Relationship Manager System) Administrator. This position is responsible for the day-to-day management, configuration and maintenance of the Bank's CRM system. This role ensures the platform effectively supports user needs, enhances data integrity, and drives operational efficiency by customizing the system to meet business requirements.

Essential Duties and Responsibilities:

• Design and configure the CRM to meet evolving bank needs including but not limited to creating and modifying custom fields, page layouts, dashboards, reports and workflows
• Maintain data quality through regular cleanup, de-duplication, and validation
• Manage data import and export tasks and ensure compliance with data governance standards
• Partner with other departments to gather bank requirements and translate them into CRM solutions
• Analyze data to identify trends, create reports for bank leadership, and provide actionable bank insights
• Monitor and assist with integrating the CRM with other software
• Act as the primary point of contact for end-users, providing technical support, troubleshooting issues, and isolating problems
• Develop and deliver user training and documentation to promote effective system adoption
• Perform routine administrative tasks, including user setup, managing access permissions and security roles, and installing updates
• Develop and maintain effective working relationships at all levels by proactively participating and contributing to a positive work environment, controlling emotions and temperament, and exhibiting courteous, respectful, and professional behavior at all times
• Maintain familiarity with bank products and services
• Maintain familiarity with all regulatory standards
• Maintain familiarity with and uphold all Bank policies and procedures
• Complete all training requirements as assigned
• Other related duties as assigned

Experience and Skills:

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Computer Requirements:

• Proficiency in Microsoft Office (Word, Excel, Access, and Power Point)
• Experience with CRM platform such as Salesforce, 360View is a plus
• Knowledge of API and data integration concepts is a plus
• Experience with reporting tools and basic query languages like SQL is a plus

Education/Experience Requirements:

• Bachelor's Degree in Computer Science or related field or equivalent experience is preferred
• 2-5 years experience in a CRM or related IT role with a demonstrated knowledge of database management principles preferred

Additional Requirements:

• Previous customer service skills preferred
• Strong attention to detail and accuracy
• Strong time management and organizational skills
• Ability to practice discretion and handle confidential information in a professional manner
• Ability to handle sensitive and confidential situations and comprehend the level of confidentiality that comes along with the position and protecting employee's, customer's and bank information
• Problem Solving/Analysis skills
• Ability to communicate effectively and professionally with customers and coworkers
• Ability to read, write and comprehend simple instructions, short correspondence and memos
• Ability to perform basic mathematical calculations and to work with mathematical concepts and apply them to work situations
• Ability to manage and execute more than one task at a time
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to independently perform duties, establish priorities and meet deadlines with limited supervision
• Ability to adhere to safety and compliance regulations and procedures
• Ability to explain the benefits of bank products and services and answer customer questions regarding these products and services
• Knowledge of financial institution regulations
• Ability to exercise sound judgement that is consistent with established policies, procedures and business practices

Attendance Requirements:

Employees are expected to report to work as scheduled, on time and prepared to start work. Employees are expected to remain at work for their entire work schedule. Late arrival, early departure or other absences from scheduled hours should be avoided.

Certificates, licenses, or registrations:

• None required

Working Conditions:

This job operates in a clerical setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical requirements:

• Requires bending, stooping or standing as necessary
• Requires the ability to hear, speak and/or signal people
• Effectively communicate verbally, in writing, and in English
• Requires manual dexterity, typing, and the ability to key in transactions
• The employee may occasionally lift and/or move up to 25 pounds

Job Benefits:

The following benefit programs are available to all employees:

• 401(k) retirement plan (requires 60 days of employment, age 20)
• Paid Leave Time
• Free checking account including identity theft and cellphone protection, Roadside Assistance and more
• Free savings account & Safety Deposit Box
• Cashier's checks

In addition, the following benefits are available to all full-time employees after meeting eligibility requirements:

• Vacation time (requires 30 days of employment)
• Sick/Personal Time (requires 90 days of employment)
• Holidays
• Jury Duty leave
• Health Insurance (requires 60 days of employment)
• Dental Insurance (requires 60 days of employment)
• Vision Insurance (requires 60 days of employment)
• Life Insurance (requires 60 days of employment)
• Short-Term Disability Insurance (requires 60 days of employment)
• Long-Term Disability Insurance (requires 60 days of employment)
• Section 125 Cafeteria Plan including Flexible Spending Accounts (requires 60 days of employment)
• Tuition Reimbursement
• Military Leave

Some benefit programs require contributions from the employee, and all begin on the first of the month after eligibility is met. Certain benefits provided by United Community Bank are governed by plan documents.

Please visit https://ucbbanks.com/careers for more information on UCB's complete benefit package.

From: United Community Bank