Senior CRM Specialist

POSITION SUMMARY

The Senior Business Optimization & Salesforce Specialist is responsible for supporting and optimizing the Salesforce user experience, reporting, case management, dashboards, and data integrity. The role works closely with the Sales and Operations teams to provide Salesforce support, communication, and process enhancements that support account management and related technology needs.

JOB DUTIES & RESPONSIBILITIES

• Implement data quality protocols to maintain data integrity and improve digital contact quality for Account Engagement.
• Process Account Engagement mailing VOC requests by scheduling campaigns, matching code to approved marketing design and messaging, and building accurate mailing lists through available Salesforce filters.
• Using customer Salesforce apps, run email performance metrics (bounce-back rates, open rates, click-through rates and customer link interactions) to help the marketing team assess campaign success.
• Provide day-to-day Salesforce support to Sales team by updating account records, maintaining dashboards, assisting users with approved system functions and connected applications, and recommending practical process improvements to the Team Lead.
• Monitor AI trends and understand how the company applies them to improve the Salesforce experience for internal users.
• Collaborate with the Risk Operations team to support customer account updates throughout the Mergers, Acquisitions, and Closures (MAC) process. In conjunction with DRO, monitor case activity, follow up with case owners as needed, and help ensure account information is updated accurately and in a timely manner.
• Prepare Non-Disclosure Agreements, Master Policy applications, and related legal agreements using approved templates and distribute them for signature.
• Collaborate with team members to execute the monthly training video series by creating engaging and informative content and supporting delivery.
• Maintain and update the department SharePoint site content as directed.
• Provide periodic support for Request for Information (RFI) and due diligence activities, including response preparation, with final review and approval by the Team Lead.
• Provide ad hoc project assistance as needed.

SKILLS & KNOWLEDGE

• Bachelor’s degree in business, a related field, or equivalent work experience.
• Minimum 5 years of business support and CRM system experience.  
• Minimum 2 years of experience supporting back-end functions of Salesforce or other CRM systems.
• Advanced proficiency in Microsoft Excel, including complex multi-spreadsheets, macros, pivot tables, VLOOKUPs, and advanced formulas.
• Working knowledge of Notepad++, HTML, CSS, and JavaScript.
• Experience with automation and A.I. driven tools.
• Prior experience with Salesforce or other CRM systems.
• Skilled in Microsoft Word, PowerPoint, and other Microsoft business applications.
• Comfortable with WordPress and basic website management.
• Proactive problem solver with strong business acumen and the ability to think on your feet.
• Strong organizational skills, with the ability to manage multiple priorities and deadlines effectively.
• Meticulous attention to detail to ensure accuracy in reporting, process execution, and documentation.
• Strong verbal and written communication skills, with the ability to convey information clearly.
• Self-starter, with the ability to work independently.
• Works ethically and with integrity while supporting organizational goals and values.
• Maintains confidentiality of information and uses information appropriately.

Base Salary: $67,000 – $86,400

*Posted Base Salary Range applies to current posting and may change in the future. The posted Base Salary Range may vary for key factors including, but not limited to, location, experience and skill set. Benefit eligibility includes healthcare, life and disability insurance, 401(k), monthly allowance, 20 days of PTO, 10 paid Holidays, and bonus and equity potential. Additional benefit offerings may be found at https://www.nationalmi.com/career-benefits/.

National MI is an Equal Employment Opportunity employer and is committed to a diverse workforce. We value and actively seek to recruit, develop, and retain individuals with varied backgrounds and experiences reflecting the full diversity of the communities that we serve. It is the policy of the National MI to comply with all applicable laws concerning the employment of persons with disabilities.