Customer Relationship Management, Analyst
Everwise Credit Union

Job Description:

Position Summary:

The CRM Analyst role involves working closely with the CRM Product Manager, Department CRM Owners, and Department CRM Analysts to configure and customize the Customer Relationship Management (CRM) solution to ensure it supports the goals and objectives, and meets the business needs, for their respective business areas.

Primary Responsibilities and Duties:

• Collaborate with the CRM Product Manager to ensure the success of the enterprise-wide CRM solution.
• Collaborate with CRM Department Owners and Analysts to gather and elicit both functional and non-functional business requirements for the CRM. Understand CRM business needs and design future enhancements to the CRM solution.
• Assist Department CRM stakeholders with making simple configurations to the CRM solution.
• Make configurations/customizations to the CRM solution, working with the CRM Developer for technical support if necessary.
• Work with the CRM Developer on complex configurations and customizations to the CRM solution.
• Release configurations and customizations for the CRM solution into operation.
• Participate in the preparation of test plans and test cases for configurations and customizations to the CRM solution.
• Act as the primary point of contact for all CRM-related inquiries and issues proactively gathering feedback and input to drive future initiatives.
• Monitor and analyze CRM performance metrics, generating reports to support business needs and to provide insights and recommendations for improvements.
• Support data integrity and accuracy within the CRM by conducting regular audits and clean-ups.
• Create training material, user guides, and other instructions for users and administrators, and conduct regular training sessions to support end-user adoption to the CRM solution.
• Assume additional responsibilities as necessary for the continued growth and advancement of Everwise.

Knowledge/Skills:

• Ability to gather, document, and manage business and technical requirements.
• Proficiency in designing and managing relational databases.
• Proficiency in mapping and optimizing business processes.
• Ability to customize CRM solutions using no-code or low-code platforms.
• Strong analytical and problem-solving skills, with the ability to interpret complex business requirements.
• Excellent verbal and written communication skills, with the ability to effectively communicate technical concepts to non-technical stakeholders.
• Ability to manage projects, including planning, execution, and monitoring.
• Strong focus on providing excellent customer service and support.
• Understanding of financial products, services, and regulatory requirements specific to credit unions.
• Proficiency in managing change within an organization, including training and support for end-users.
• Ensuring data accuracy and integrity within the CRM system, including data imports, exports, and regular data cleansing.

Minimum Requirements:

• Bachelor's degree in computer science, business administration, or a related field preferred.
• 1+ years' working with a credit union or bank.
• Experience working with Customer Relationship Management (CRM) solutions.
• Experience working with Business Process Management (BPM) solutions.
• Experience working with Agile methodologies.
• Experience with the Creatio CRM solution is preferred.
• Knowledge of basic programming concepts/algorithms is preferred but not required.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and collection management software.
• Certification from the Creatio Academy is highly appreciated.

Everwise is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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