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CRM & Business Intelligence Officer

2 months ago

Hyannis, United States The Cooperative Bank of Cape Cod Full time

Job Type

Full-time

Description

Under the direction of the First Vice President, Business Intelligence Manager, the CRM (Client Relationship Management) & Business Intelligence Officer serves as CRM platform expert and business/systems analyst interpreting data in order to model, monitor, inform and predict business outcomes. This role will optimize the CRM solution in order to ensure an exceptional customer experience, enhance customer retention, and drive business growth while collaborating with a diverse group of stakeholders including: Retail & Digital Banking, Commercial and Residential Lending, Wealth Management, Marketing and Client support teams across the organization.

ESSENTIAL RESPONSIBILITIES

  • Researches, collects, cleans, analyzes and reports on data to find key insights, makes meaningful recommendations, and identifies opportunities. Ensures all relevant data points have been incorporated into reporting to conduct a comprehensive analysis.
  • Prepares and presents analytical findings in reports, summaries, dashboards, graphs, charts and maps to provide users with detailed intelligence about the state of the business. Creates graphs, infographics and other methods to visualize data to accompany written interpretation.
  • Draws conclusions from data to describe, predict, and improve business performance and provides insights to senior management and business leaders in support of decision-making efforts.
  • Generate and analyze management's reports and dashboards on CRM system metrics, customer interactions, and campaign effectiveness. Present findings to stakeholders and suggest improvements.
  • Understand business requirements and then assist business stakeholders with the design, data mapping, and use cases for the CRM system. Further, creates and maintains management reports and dashboards for purposes of ongoing monitoring and oversight.
  • Understands and maintains database structure to support mapping efforts for any interfaces to outside systems. Maintains data integrity through design, maintenance and security in the CRM application.
  • Creates workflow automation to support operating efficiencies, the sales process, account management and ongoing customer support. This includes transitioning legacy processes to use CRM tools for purposes of streamlining overhead and embedding efficiencies in the client relationship and sales processes. Develops and maintains a process to track enhancements and maintenance including automated processes.
  • Troubleshoots technical issues and devises immediate and long-term solutions. Catalogs, reports and analyzes system issues and identifies current status of each issue and trends for follow up.
  • Provides training and education for new users, and for existing users as the CRM system evolves and grows. Monitors proper use of system to limit process breakdowns associated with the application.
  • Follows bank wide policies and procedures related to change management and project management.
Supports information technology as needed with the following:
  • Assists with any interfaces, real time or batch oriented, with outside systems. Understands data mapping and works with the Information Systems team to verify changes are mutually agreed upon.
  • Maintains user accounts across multiple organizations to establish the proper blend of user business functionality and adherence to compliance.
  • Develops and implements functional tests for security configurations and automated processes.
  • Assures CRM software is at the most recent release required to maintain vendor support and to allow the functions required by the business line.
  • Monitors system release notifications from assigned application vendors to watch for critical system patches and/or software updates and work with the business to identify enhancements they wish to deploy.
  • The above is a description of the ordinary duties of the position. It should be expected that from time to time, other duties related and unrelated to the above, may be assigned and, therefore, required.
Our history of success and commitment to exceptional customer service starts with our employees and we are seeking candidates who share our vision of excellence and distinction. In addition to working with our engaged and exceptional team members, the successful candidate will be provided with competitive salary and outstanding benefits that include health dental and vision insurance, generous 401(k) match and tuition reimbursement. Member FDIC. Member DIF. Equal Opportunity Employer.

Requirements

COMPETENCIES
  • Analytical Skills - Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
  • Communication - Clear, concise, effective written and verbal communication skills to effectively express thoughts, ideas and concepts to bank employees and vendors. Ability to interact brilliantly with customers, colleagues, and public.
  • Professionalism - Upholds a consistent professional appearance and demeanor; demonstrates a work ethic of high standards and maintains a congenial, cooperative attitude; even under pressure.
  • Integrity - Manages sensitive and confidential information with absolute discretion and sound judgement in all business matters.
  • Flexibility - Willingness to respond to emergencies and work additional hours when needed. Ability to adapt to new applications and environments.
  • Customer Service - Willingness to provide a level of service which will clearly differentiate us from our competitors.
  • Self-Management - Ability to work independently with minimum supervision.
  • Teamwork - Ability and desire to work effectively with a variety of departments, employees and project teams.
QUALIFICATIONS

Education and and/or Experience
  • Bachelor's Degree in Computer Science, Operations or Programming preferred; or equivalent in related field.
  • At least seven years' experience with Systems Support, Application Configuration, Microsoft Windows Operating Systems and familiarity with databases and web applications. Knowledge of PowerBI, SQL, Cognos, Excel, or similar tools preferred.
  • Sales administration and relationship management experience preferred.
  • Financial Institution CRM experience preferred.