Operations Business Analyst II - Salesforce

Base + Incentive:

This role is eligible for a competitive monthly incentive based on individual and company performance.

The base salary offered within the posted range will be determined based on a variety of job-related factors, including relevant skills, qualifications, experience, and internal equity.

Since 1927, the Mariner Finance family of companies has provided customers with creative, flexible, and convenient lending options. Headquartered in Baltimore, Mariner Finance operates coast-to-coast with physical locations in over half the states. With a growing number of employees, superior customer service remains the cornerstone of our business, and we pride ourselves in delivering a variety of loans with an enhanced focus on exceptional service. We work with customers to find options that are beneficial to their specific needs, which is why we are recognized by our customers as one of the community’s consumer finance companies of choice.

In this role, you will...

Work closely with the Salesforce Product Owner, operations managers, and cross-functional teams to support the development and optimization of operational products within the Salesforce environment. Bridge the gap between business needs and technical solutions, collaborating with technical partners to define product requirements, develop a product understanding, and communicate effectively to both business and technical audiences. Identify operational improvements, ensuring the delivery of high-quality products, and enhancing business processes to increase efficiency and customer satisfaction.

Responsibilities and Duties:

• Partner with business stakeholders to identify operational pain points, process gaps, and improvement opportunities.
• Gather, document, and refine business requirements, user stories, acceptance criteria, and process flows.
• Document current-state and future-state business processes, workflows, and user journeys.
• Analyze operational metrics, customer experience data, workflow inefficiencies, and adoption trends to recommend scalable solutions.
• Collaborate closely with the Salesforce technical team to translate business needs into system requirements.
• Facilitate workshops, discovery sessions, demonstrations, and process reviews with business leaders, frontline users, compliance, servicing, training, and communication teams.
• Support user acceptance testing, defect triage, and production validation activities.
• Assist with enhancement intake, prioritization, and backlog refinement activities.
• May perform additional functions depending on market demand and staffing in order to provide consistent quality customer service.

Required Qualifications:

• Bachelor’s degree in related field (such as Business Administration, MIS, or BIS); additional, applicable years of experience may be substituted for a bachelor’s degree.
• Three (3) years’ direct experience in Business Intelligence/MIS Analytics in an operations environment using data analysis to answer business questions and solve problems.
• Experience in consumer lending or financial services with knowledge of underwriting.
• Demonstrated history of successful project completion, exhibiting excellent project management skills with the ability to self-manage, complete project deliverables, meet deadlines, handle and prioritize simultaneous requests, and work with teams laterally and upwards.
• Ability to translate complex data into clear, well-packaged reports for clear, easy, and effective understanding. Comfortable presenting data to all levels of leadership.
• Capacity to effectively bridge the gap between conceptualization and implementation, interpreting and comprehending instructions, concepts, and ideas and following through with proper execution of desired outcomes in the forms of data sets, reports, or presentations.
• Desire and ability to learn emerging technologies and methodologies.
• Ability to elicit and translate high-level business needs into specific and concise processes.
• Displays strong business aptitude and a positive attitude.
• Detail oriented with creative and analytical thinking abilities.
• Ability to critically evaluate and prioritize information gathered from multiple sources and reconcile conflicts.
• Confident in making well-informed decisions that are accurate and detail-oriented.
• Ability to use strong problem-solving skills to find solutions to problems that are technically complex and require collection, interpretation, and analysis of data from diverse sources.
• Excellent interpersonal skills necessary to communicate professionally and effectively, verbally and in writing, with vendors, service dealers, customers, and all levels of company staff.

Preferred Qualifications:

• Experience using Salesforce to deliver business solutions.
• Experience with Salesforce.com configuration.
• Experience testing and validating solutions in SDLC.
• Salesforce Business Analyst or other related Certifications.
• Direct experience and involvement in design, development, implementation, troubleshooting, and support of ETL process.
• Experience with data analytic and visualization tools such as SAS, R, Python, Power BI, SQL.

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Hours of Work:

Work hours will depend on the business hours of the time zone serviced.

To the extent permitted by law, the Company may, in its sole discretion, change the work schedule to address business needs.

Physical Demands:

While performing the duties of this job, the employee is frequently required to sit for extended periods; reach with hands and arms; and talk or hear. The employee is occasionally required to move about. The employee must occasionally lift and/or move up to twenty (20) pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

EEO:

Mariner Finance is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, creed, sex, gender, gender identity or expression, marital status, age, religion, national origin, sexual orientation, familial or caregiver status, citizenship status, status as a victim of domestic violence, medical condition, genetic information, pregnancy, physical or mental disability, or status as a disabled or Vietnam era veteran. Employee must be able to perform the essential duties/functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential duties/functions of their job, absent undue hardship. Drug/Alcohol/Smoke-free workplace. 

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time or without notice.