Salesforce Administrator – Contact Center – Troy, MI Headquarters (HYBRID)

at Flagstar Bank
Published May 27, 2022
Location Troy, MI
Category Default  
Job Type Full-time  

Description

This position will perform a significant role helping to maintain and expand the use of a Salesforce.com based application within Customer Engagement Center for Banking and Mortgage Servicing. The adoption of this application is a key strategic initiative to acquire new customers and maximize the depth of relationships between Flagstar and all our customers. The Salesforce Administrator’s duties will help to make the Salesforce.com application as useful as possible for business users to acquire new customers, cross-sell better, and support customers’ inquiries/requests.

System Oversight

  • Maintenance: Works with business unit staff and management to understand the business and create or evaluate ideas to meet the needs and/or improve business processes utilizing the Salesforce.com application.  Works closely with IT, Operations, and other areas to help design, build, and implement the ideas in the application in both leader and support roles depending on the subject matter and complexity of the solution.

  • Production: Monitor processes and manage ticketing system to ensure data process quality and stability in the Salesforce environment. Ensure user set ups are maintained in correct roles and profiles, monitor dashboards and reports for data accuracy, assist management in identifying users not utilizing the application properly, as well as identify and correct issues with user ownership of various Salesforce.com objects, such as activities and customers.

  • (35% of time) Research and document business needs/enhancements within JIRA. Follow the Salesforce development lifecycle by completing configuration work, as well as organize and document requirements/UAT approval. Document and communicate Salesforce changes in the build notes and summary communications. Assist the center of excellence as a business SME by reviewing impacts to business processes.

  •  (10% of time) Assist internal training department with training courses, training the trainers, and other tasks to continuously improve end user capabilities.  Additionally, work directly with users to expand their knowledge and help troubleshoot issues they may be experiencing in the application.

  • (10% of time) Manage Salesforce vendors relationships to improve products, ensure proper usage, license monitoring, as well as test and implement upgrades when released by vendor. Set up reoccurring meetings to improve the relationships and understand upcoming features on vendors’ road map.

  •  (10% of time) Keep up-to-date with new Salesforce features and functionality and provide recommendations for process improvements. Participate in various user group communities and attend relevant seminars, conferences, trailheads and trainings as needed.

Job Requirements:

  • Bachelor’s Degree Required

  • Salesforce Administrator certification a plus.

  • Banking or other Financial Service industry experience a plus.

  • 3 years minimum related work experience

  • Intermediate to advanced knowledge of Salesforce.com administration functions and a basic to intermediate understanding of Visual Force applications.

  • Demonstrated attention to detail

  • Intermediate to Advanced knowledge of Microsoft Office products (Word, Excel, PowerPoint, Outlook, Sharepoint)

  • Proven strength in interpreting customer business needs and translating them into application and operational requirements

  • Demonstrated ability to communicate verbally and in writing to all levels of the organization in a contextually appropriate manner

  • Exposure to software development methodologies such as Agile, SCRUM, Waterfall, etc.

  • Proven ability to easily adapt to changes in processes, procedures and priorities

  • Experience building, writing and executing test cases

  • Strong analytical and problem-solving skills

  • Strong organizational skills

  • Ensures compliance with applicable federal, state and local laws and regulations.  Completes all required compliance training.  Maintains knowledge of and adhere to Flagstar’s internal compliance policies and procedures.  Takes responsibility to keep up to date with changing regulations and policies.

  • Candidate will report to the "Corporate" office in Troy, MI on a HYBRID work schedule.

Internal Use Only - Job Band G