CRM & BUSINESS SYSTEMS ADMINISTRATOR

General Summary/Purpose

The CRM & Business Systems Administrator supports the administration, maintenance, and continuous improvement of the Bank's nCino and Salesforce platforms. This position assists with user support, reporting, data management, training, and system enhancements while developing expertise in the Bank's business processes and technology platforms.

Working closely with the Business Transformation & CRM Platform Manager, this role serves as a resource for end users, helps maintain data quality, supports platform adoption efforts, and assists in implementing enhancements that improve operational efficiency and the customer experience. This position provides an excellent opportunity to develop knowledge of banking operations, CRM technology, and business process improvement.

Key Duties and Responsibilities

#1 CRM Administration & User Support Percentage of time: __40_%
• Provide first-level support for Salesforce and nCino users, responding to questions and troubleshooting issues.

• Assist with user account setup, permission assignments, and system access requests.

• Support maintenance of page layouts, fields, reports, dashboards, and workflows under the direction of the Business Transformation & CRM Platform Manager.

• Document system issues and coordinate resolution with internal teams or third-party vendors.

• Assist with testing and validating system enhancements prior to deployment.

#2 Reporting & Data Quality Percentage of time: _25__%

• Create and maintain routine reports and dashboards for business users and management.

• Assist with data audits, cleanup efforts, and quality control processes.

• Support KPI and scorecard reporting initiatives through data collection and validation.

• Research reporting discrepancies and assist in resolving data integrity issues.

• Provide ad hoc reporting support as requested.

#3 Training & User Adoption Percentage of time: _20__%

• Assist in creating user guides, training materials, and process documentation.

• Support onboarding and training efforts for new employees using Salesforce and nCino.

• Promote system best practices and standardized processes.

• Gather user feedback and communicate opportunities for improvement.

• Help coordinate communications related to system updates and enhancements.

#4 Business Process & Project Support Percentage of time: _15__%

• Assist with documenting business processes and workflow requirements.

• Participate in CRM and business system enhancement projects.

• Support testing, implementation, and rollout activities for new functionality.

• Work with stakeholders to understand operational challenges and identify opportunities for improvement.

• Perform other technology and business support duties as assigned.