Enterprise CRM Administrator

Position: Enterprise CRM Administrator

Department: IT Operations

Location: Wichita, KS

Status: FT Salary

This position is responsible for the support, management, and continuous enhancement of the bank's enterprise CRM (Customer Relationship Management) system and functionality. This role is vital in maintaining the systems integrity, enhancing user experience, and ensuring the delivery of key insights to drive business operations and decisions. This individual will work closely with various business units and team members to understand business needs and implement solutions. This position will assist the retail and digital teams in support of customer and business relationship insights for the continued growth and success of the organization. This role is for an individual who is passionate about improving operations through technology.

Responsibilities and Expectations

• Understand the operation, challenges, and objectives of each business unit; support and enhance their operation through CRM support and consultation.

• Provide system administration support for the CRM, focusing on user experience, capabilities, custom objects, workflows, and profiles.

• Create, manage, and optimize complex workflow rules, data validation, and approval processes.

• Create and manage custom objects, fields, formulas, record types, page layouts, reports, and dashboards.

• Analyze data to provide insights into business operation, effectiveness, and productivity.

• Work closely with other team members to capture business requirements and implement CRM solutions.

• Coordinate and support integrations with third-party apps, plugins, and tools.

• Support daily troubleshooting, bug fixing, user adoption, training, and documentation.

• Identify and resolve data anomalies, maintaining high data integrity.

• Streamline and automate processes to ensure data lineage, consistency, integrity, and transparency.

• Measure and monitor solutions and apply appropriate adjustments for optimal efficiency.

• Perform operational support and mentor potential end users.

• Deliver and support multiple simultaneous data and CRM projects.

• Stay current with the latest trends and technologies in the CRM support field.

• Perform other duties as assigned or required.

Qualifications

• Naturally curious about data and the story it has to tell

• Experienced in CRM support, data flows, dashboards and reporting

• Knowledgeable about banking concepts and office practices

• Skilled in communication, time management, and organization

• Flexible to work on special projects during nights and weekends

• Independent and team-oriented

Required Skills & Education

• High school diploma or equivalent required; Bachelor's degree preferred

• Excellent communication, problem-solving, and analytical skills

• Effective time management, facilitation, and presentation skills

• Detail-oriented and thorough

• 2+ years of CRM support experience (e.g., Salesforce, Microsoft Dynamics, 360 Connect)

• Experience working directly with sales teams and implementing their requirements in the CRM system

• Ability to administer and configure a CRM system (custom objects, workflows, permissions, etc.)

• Experience with automating business processes, creating reports/dashboards, data analysis/modeling, and data governance principles and practices

• Experience with organizing and utilizing complex data sets

• Experience in Microsoft Office Suite

• Experience with Fiserv banking applications preferred

The above statements are intended to generally describe the nature and level of work to be performed by most people assigned to this job. It is not intended as an exhaustive list of all responsibilities, duties, and requirements.

Physical Requirements

This position requires standing, walking, bending, and squatting on a regular basis. May require the ability to stoop, kneel, crouch or reach with hands and arms. Requires the ability to carry, lift, move or push up to 25 pounds on an occasional basis. Must be able to talk and listen to others.

Work Environment

This position regularly works in an office setting. Most of the job duties require the employee to be working with computers and electronic media on a regular basis.

Equity Bank is an equal opportunity employer and will not make employment decisions based on an applicant's race or skin color, national origin or ethnicity, religious beliefs, age, sex, physical or mental ability.