Salesforce Enablement Specialist

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.
We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.
 

The Salesforce Administrator will assist and support the development, implementation and administration of the system to enable Consumer Direct channel and business needs. The role will partner closely with Information Technology (IT) and Channel leadership to determine system requirements, drive implementation and prioritize enhancements to ensure business objectives are achieved. The role will manage ongoing administration to include ownership of policies & procedures, training, dashboards and reporting to drive adoption and effective system utilization in support of channel strategies. The Salesforce Administrator will coordinate and manage Salesforce projects that may result in technological and/or process and procedural change, serving as the liaison between the line of business and the IT team. The role will participate on cross-functional Salesforce initiatives to ensure that the overall program direction is consistent with company strategy and channel commitments.

Duties and Responsibilities

• Lead the development, implementation, and ongoing management of Salesforce for the Consumer Direct channel by functioning as the system administrator.
• Train channel employees on the Salesforce tool.
• Support the Customer Relationship Management (CRM) Product Owner to execute the implementation strategy, drive adoption and ensure that Salesforce aligns with Consumer Direct’s strategy, enabling effective workflow and process.
• Liaison between the line of business and CRM Product Owner to elicit system requirements using interviews, document analysis, requirement workshops, surveys, site visits, process documentation, use cases and scenarios, as well as business, task, and workflow analysis.
• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding and distinguish user requests from the underlying true needs.
• Partner with Consumer Direct Channel & IT Department to implement, add and/or enhance Features and User Stories to meet channel needs, as well as ensure broader alignment and appropriate change management protocols are followed.
• Manage the ongoing administration and coordination of Salesforce to include customization and/or enhancements to technology, workflow, and processes. Partner with channels and end-users to create and manage rules, data validation, triggers, etc.
• Coordinate Salesforce related projects/ initiatives that impact technological, process or procedural change. Manage business deployment of system changes and new functionalities.
• Conduct and facilitate User Acceptance Testing (UAT), Quality Assurance (QA) and other control processes to ensure Salesforce effectiveness.
• Develop and maintain ongoing documentation of processes and procedures, training, and related resources to drive user adoption and utilization of Salesforce; liaise with Sales Management, IT, Learning & Development, and/or Compliance as needed.
• Develop dashboards, leaderboards, scorecards, and operational reports for management; provide analysis and insights to leadership as requested.
• Develop, implement, and coordinate cyclical and ad-hoc reporting from Salesforce to support both management requirements and inform platform users.
• Review and analyze existing workflows and processes while keeping abreast of new Salesforce features and functionality; identify risks/ gaps and provide recommendations for process improvement.
• Proactively inform system users re: system functionality and enhancements; drive proactive communication related to system capabilities.
• Develop domain knowledge of Newrez’s businesses to include an understanding of short/ long-term strategies for the Consumer Direct organization.
• Ensure compliance with Newrez policies, processes, and practices.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

• Bachelor’s degree in Business, IT, or related field; or equivalent job/education experience.
• 3-5 years’ experience in Salesforce administration.
• Direct, hands-on experience with the implementation of Salesforce.
• Certified Salesforce Administrator preferred.
• 3-5 years’ experience with system implementations, eliciting system requirements, gathering information, evaluating, and distinguishing business/ user needs.
• Demonstrated experience with the development of Salesforce reporting and related data analysis to provide insights for business leaders.
• Previous experience in mortgage origination preferred]

Skills, Abilities, and Knowledge

• Strong project management skills with demonstrated experience coordinating engagement from cross-functional resources and teams.
• Strong verbal/written communication skills.
• Strong interpersonal and influencing skills with the ability to develop and maintain effective relationships across the organization to drive required results.
• Strong analytical skills; creative problem solver; solid decision-making abilities coupled with sound judgment.
• High learning agility with the ability to learn and integrate multiple business variables, make connections, and identify/implement successful solutions.
• Effective at managing multiple priorities under tight deadlines in a fast-paced, dynamic environment; ability to prioritize, organize time to deliver consistent results.
• Self-directed; comfortable working with ambiguity; appropriate initiative.
• Adaptive to change, demonstrated flexibility and organizational agility.
• High degree of professional maturity, integrity, able to maintain confidential data and information.
• High degree of business acumen, strong fiscal and technical aptitude.
• Extensive experience and advanced skills with Microsoft PowerPoint, Visio, and Excel.

Additional Information

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

By applying to this position candidate acknowledges that this is not a remote role and is required to be on-site.

Last Updated: 9/16/2024

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

Company Benefits:
• Medical (including Health Savings Account & Flexible Savings Account)
• Dental - RX – Vision – Life, Disability Insurance – 401(k) Plan with company match! – Employee Assistance Plan

•  Performance-based Incentives
• Pet Insurance

• Advancement Opportunities

Newrez NOW:

• Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more
• 1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
• Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee

• Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions

Equal Employment Opportunity 
We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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