PenFed is hiring a SalesForce Administrator - Collections & Servicing to work onsite at our San Antonio, Texas service center. The Salesforce Administrator – Collections & Servicing will be part of a highly diverse team of business and tech-savvy individuals who support operational teams by improving, maintaining, and monitoring the software they use. This role involves ensuring stability, integrity, and efficiency of software applications across various environments that interact with our primary Salesforce platform. A day in the life of a Salesforce Administrator – Collections & Servicing might include addressing inquiries from end users related to issues or questions about Salesforce, meeting with stakeholders to define requirements for an upcoming system enhancement, leading user acceptance testing for the next release, or demoing a new feature to end users. An admin will have a strong consumer collections and/or loan servicing background, a thorough understanding of Salesforce, and the collaborative skills necessary to partner with various internal and external teams to configure, monitor, troubleshoot and deliver meaningful change.
Equivalent combination of education and experience is considered.
• Bachelor’s degree in related field.
• Minimum of three (3) years of related experience is required in Information Technology, Salesforce, and/or financial services.
• Experience administering a Salesforce organization.
• Strong knowledge of financial products, policies, and procedures required.
• Excellent written and verbal communication skills required.
• Ability to work with a wide variety of users with varying levels of knowledge/understanding.
• Highly proficient in Microsoft Office (Teams, Visio, Excel, Word, PowerPoint, Outlook).
• Strong organizational, analytical, and problem-solving skills required.
• Excellent business communication skills and ability to multi-task are critical.
• Drive to learn new technologies and adapt to changing environments.
• Experience using A.I. tools preferred.
Supervisory Responsibility
This position will not supervise staff.
Licenses and Certifications
• Salesforce Certification: Platform Administrator (required)
• Salesforce Certification: Platform Administrator II (preferred)
• Salesforce Certification: Platform App Builder (preferred)
• Salesforce Certification: Agent force Specialist (preferred)
• SAFe PO/PM or other Product Owner Certification (preferred)
• Ongoing Salesforce Release Readiness and Trailhead completion required.
Work Environment
While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.
• Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*
Travel
Ability to travel to various worksites and be on call may be required.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned.
Technical Expertise & System Configuration
• Collaborate with stakeholders to define system requirements for configuration changes/enhancements that deliver value to the business units.
• Translate business objectives into clear technical requirements with measurable outcomes.
• Configure software applications based on department needs and strategy.
• Work with project teams and IT to test/certify new functionality introduced into the Salesforce environment.
• Ensure ongoing system availability, performance and security through proactive monitoring and regular maintenance tasks.
• Communicate concerns regarding software stability, system performance, and uptime.
• Create and maintain accurate documentation of software configurations, process flows, procedures, release documentation and incidents.
Reporting & Analytics
• Maintain the accuracy and relativeness of dashboards for the department and individual teams.
• Work with leadership and others in consumer banking to create new reports that are impactful to collections and/or servicing strategy.
• Analyze data and reports to identify potential issues or concerns with platform performance and how staff are utilizing, or not efficiently utilizing, the software.
User Support & Training
• Triage reported issues for designated stakeholder/user groups, ensuring they are properly documented and routed to the appropriate group, escalating when appropriate.
• Answer end-user questions and provide templated materials or ad-hoc training sessions to ensure best adoption.
• Maintain availability via Teams channel(s) for assigned stakeholders to provide the fastest support possible, creating/triaging a ticket when troubleshooting does not resolve the issue.
• Educate leadership, staff and trainers on software features and upcoming changes; be a Subject Matter Expert as it relates to our technology.
Adoption & Updates
• Stay abreast of collections and servicing policies, priorities, and strategies to ensure that the software compliments the strategy.
• Contribute to organizational controls and best practices, identifying gaps and proposing solutions or alternatives.