CRM/CX Analyst

Overview

PenFed is hiring a (Hybrid) Leads Management Analyst at our San Antonio, Texas or Phoenix, Arizona location. The Analyst, Leads Management, will assist with the implementation of leads management campaigns to optimize mortgage and home equity loan production. This individual will assist in building and optimizing a mortgage lead workflow through Velocify that integrates with key platforms to ensure that leads are distributed, dispositioned, and prioritized accordingly. The role will support department work with operational teams and assist in providing requirements, prioritizing efforts, and project delivery. This individual will also work closely in department management to develop metrics, create reports, optimize lead campaigns, and provide necessary tools to the loan officers to maximize performance.

Responsibilities

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned.

• Support department leadership in their work with external vendors and PenFed IT to build/integrate technology related to mortgage and home equity lines of business.
• Maintain existing reports and dashboards to meet the timeframes of various stakeholders.
• Monitor performance of scorecards, source reports, and surveys.
• Identify opportunities and recommend solutions to automate and improve efficiency of existing reports and dashboards through internal or third-party resources.
• Provide reporting, documentation, and analytics support for complex, multi-disciplined CRM projects.
• Implement department strategies for generating, capturing, and routing leads to the appropriate channels and resources.
• Implement department strategies for lead prioritization and scoring, and ensure the CRM has these capabilities.
• Implement department strategies to support pipeline accuracy and the display of key status, actions, cycle time, and capacity.
• Monitor results closely to identify and troubleshooting lead capture or routing obstacles, to keep the ecosystem running smoothly.
• Create and actively audit lead sources in the CRM, ensuring all leads are routed properly and that resources are fully utilized and optimized to ensure peak performance.
• Develop, generate, analyze, and distribute reporting to include real time adjustments and campaign changes to drive peak performance metrics, related to the dialer's performance and strategy objectives as well as agent statistics, and identify trends to help determine the need for strategy refinement.
• Support the establishment of new campaign set-ups and maintains dialer, daily production, client, and workforce monitoring reports.
• Knowledge of TCPA and various state regulations and it's impacts to the Dialer operations, Lead management, and callable hours.
• Manages internal and external service provider outages, support system recovery, and business continuity planning.
• Assist in strategy and planning sessions as required, developing project scope with stakeholders for approved projects.
• Facilitate workflow that enables loan officers to work leads efficiently and recommend new functionality and tools to help maximize performance.
• Assist in strategy and planning sessions as required, developing project scope with stakeholders for approved projects.
• Assist with the execution and management of email and SMS contact strategies to members and prospective members.
• Evaluate data quality to ensure standards and guidelines are met.
• Participate in corporate projects as requested, to include networking events.

*This role is responsible for ensuring business continuity.*

Qualifications

Equivalent combination of education and experience is considered.

• Bachelor's degree in business administration is required, or a combination of education and experience that provides the necessary skills and knowledge to satisfactorily perform the essential job functions.
• Minimum of four (4) years of experience in lead management and/or CRM required.
• Minimum of two (2) years of experience in the Velocify/Salesforce ecosystem (Sales and/or Service cloud, Ideas and Knowledge) or equivalent CRM/lead management system is preferred.
• Experience with Agile development processes required.
• Experience with Genesys Cloud and/or Salesforce required.
• Demonstrated analytical and quantitative skills to analyze, interpret, and translate data.
• Demonstrated ability to manage multiple priorities and utilize internal and external resources to achieve goals.
• Excellent verbal and non-verbal communication skills, with an ability to review complex issues and make sound decisions.
• Must be service-oriented and demonstrate collaborative behaviors.
• Committed to standards of the highest professionalism and ethical behavior, with the ability to handle confidential information with discretion.
• Experience using A.I. tools preferred

Supervisory Responsibility

This position will not supervise employees.

Licenses and Certifications

There are no additional certifications required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds*

Travel

The ability to travel to various worksites and be on call may be required.

Pay Transparency
The anticipated starting salary range for this role is $60,000.00 - $113,032.00
This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.
This position is eligible for an individual performance based annual bonus.

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