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Total Expert CRM Specialist

Company: Fairway Independent Mortgage Corporation
Location: Carrollton
Posted on: September 8, 2020

Job Description:

Job Summary:The Marketing CRM/Total Expert Specialist position provides implementation, support, and maintenance of the CRM application. Maintains Fairway's corporate CRM and continues to develop it based on enterprise application roadmap. Provides assistance to the Marketing Department with daily tasks and multi-day projects. Communicates with branch and corporate employees in a timely, efficient, and courteous manner. Provides branch consults regarding CRM options and functionality.Essential Job Functions:

  • Implements and administers corporate CRM platform
  • Leads the charge for customer journeys and automation for corporate CRM
  • Designs, configures, tests, and deploys updates to CRM fields, pages, reports, and dashboards
  • Administers application user provisioning, security rights and user groups
  • Leads upgrades, user acceptance testing, data quality, cleansing and validation efforts
  • Coordinates with Support and Development teams of related software providers to effectively address service requests and follow up on enhancement requests
  • Trains and supports end users on designated business applications
  • Works closely with Branches, Marketing, IT, Branch Support, and Product Management teams
  • Communicates effectively and manages system maintenance schedules
  • Monitors system performance and address related challenges continuously
  • Monitors related interfaces, handle exceptions, and proactively resolve integration errors
  • Creates and maintains user and system documentation, including guides, templates, data dictionaries, process flows, etc.
  • Researches, reviews, and implements new CRM features, and integrations. Makes recommendations to Management and branches based on new and current application effectiveness.
  • Provides exceptional customer service in person, on the phone, or on email assisting employees with marketing questions
  • Provides technical and layout support to employees as it pertains to the corporate CRM
  • Hosts webinars for LO's/branch personnel on corporate CRM
  • Assist in the Distribution/Delivery of Marketing Materials
  • Attends and assists at Fairway events as needed
  • Responsible for daily administrative duties including, but not limited to, ordering of marketing kits, managing ordering and delivery of promotional items, assembling marketing books.
  • Keep all Marketing Materials Replenished
  • Assists Marketing colleagues and management both in back up and supportNon-Essential Job Functions:
    • Leads proactive team efforts to achieve departmental and company goals
    • Adopts Fairway values in personal work behaviors, decision making, contributions and interpersonal interactions
    • Leads a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value "can do" people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
    • Performs other duties as assignedRequired Knowledge and Skills:
      • Extensive knowledge and understanding of CRM software (preferably Total Expert MOS)
      • Extensive knowledge and understanding of current business acumen
      • Solid knowledge and understanding of organizing people, tasks, and activities to yield efficient workflow
      • Solid knowledge and understanding of customer service and intrapersonal best practicesRequired Education and Experience:
        • Associate's Degree in Information Systems, Computer Science, or a related field or equivalent education and work experience
        • 3+ years of experience in administration and/or support of CRM/MOS systems
        • Demonstrated experience with full cycle CRM/MOS system implementations
        • Demonstrated experience with customer journeys and system automation
        • Demonstrated experience researching information, problem solving, and making solid business decisions
        • Demonstrated experience reporting, analyzing, interpreting, and critical thinking
        • Demonstrated experience producing accurate and detailed work on multiple projects under time pressure
        • Demonstrated experience communicating with all levels of management
        • Demonstrated experience effectively managing relationships with internal and external partners
        • Demonstrated experience working in a fast paced and changing environment
        • Demonstrated experience with attention to detail, time management, written and oral communication, multi-tasking, and working in a team atmosphere adhering to tight deadlines
        • Demonstrated experience with Total Expert MOS
        • Demonstrated experience with MS Office software products

Keywords: Fairway Independent Mortgage Corporation, Carrollton , Total Expert CRM Specialist, Other , Carrollton, Texas

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