Job Location: Austin, TX
Job Summary
Partners with one or more functions in the organization to lead and coordinate the selection, delivery and adoption of a new Customer Relationship Management (CRM) enterprise system. The candidate will gather requirements and evaluate solutions with internal IT and departmental resources and stakeholders. Creates and maintains the organization’s CRM program roadmap and works with all areas of the organization to accomplish CRM initiated goals. Works with enterprise management to identify objectives and modify or enhance systems and processes to meet those objectives.
About UFCU
As Austin’s largest locally-owned financial institution, University Federal Credit Union is a financial institution owned by, dedicated to, and always working for our Members. Our mission at UFCU is simple: to provide for the well-being of our Members. We’re proud to focus on people — not profits. We deliver fair and honest products and outstanding service, and we work collaboratively within our organization as well as our community to help Members achieve their personal and financial goals.
Consistently receiving awards as the Top Credit Union and Top Mortgage Company, UFCU is proud of its people-first culture. We value our employees as much as our Members. We offer an environment where people care about each other – like family. If you want to love what you do, make an impact in your community, and have the power to help people change their lives – then we’re glad you’re here.
Essential Functions
- Elicit and document stakeholders’ business requirements to develop an in-depth understanding of the current and future processes and reporting/analytical needs, including downstream requirements of other functions and systems.
- Coordinate and collaborate with stakeholders and IT staff in the evaluation, selection, and CRM deployment to address the requirements.
- Lead cross-functional project implementation teams, organizing the effort with a project plan, ensuring adequate communication with the core team and all stakeholders, and pro-actively tackling issues as they arise.
- Proactively manage, develop, and maintain the CRM vendors to ensure optimum service and quality.
- Works closely with organizational management to identify organizational objectives, strategies and tactics and to develop, modify or enhance the CRM system and processes to ensure success in meeting objectives.
- Performs other duties as assigned
- Adhere to all company policies, procedures and business ethics codes
- Complete required regulatory Training as assigned
- Maintain strict adherence and compliance to all laws, rules, regulations and internal controls specific to your role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending regulations
Knowledge/Skills/Abilities
- Demonstrated expertise in all MS Office applications.
- Project Management Professional Certification preferred.
- Solid project management skills with experience participating on and leading project teams that identify, plan, and implement business process improvements.
- Experience working with ERP, CRM, BI and Portals systems
- Excellent spoken and written communication as well as receptive listening skills. Able to connect the dots and conceptualize problems statements and solutions at a strategic level. Able to convey them in a clear, concise fashion to business and IT audiences alike.
- Proven ability to identify gaps in businesses, and translate those into written functional requirement requests
- High level of organization and ability to prioritize with a positive and solution-oriented mindset.
- Maintaining updated knowledge of personal finance terms, best practices, certification, and industry standards.
- Must be bondable.
Competencies
- Adaptability
- Building Member Loyalty
- Organizational Impact
- Building Partnerships
- Communication
- Emotional Intelligence
- Focus on Results
Experience
Minimum Requirements
- Bachelor’s Degree
- Business Analyst or Project Management experience or equivalent.
- Experience with enterprise-level CRM implementations such as Salesforce, Microsoft Dynamics 365, CRMNext or others
Preferred Requirements
- Minimum of three (3) years of experience in the financial services industry
- Prior Credit Union Experience
Things You Need to Know Before You Apply
The physical demands described are representative of those that must be met by an employee, with or without accommodation, in order to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands
Frequent
- While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear.
- Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.
- The employee is frequently required to stand and walk.
- Employee will make extensive use of the telephone requiring the ability to effectively and accurately explain complex information.
- The employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.
Work Environment
The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- This position may involve periodic stressful conditions.
- May occasionally require an adjusted work schedule, overtime, and evening/weekend hours.
- May occasionally move from one work location/branch to another.
- Public contact position, requiring appropriate professional appearance.
- Frequent computer use at a workstation up to two hours at a time.
- The noise level in the work environment is usually moderate.
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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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