CRM/CX Analyst - Phoenix, Arizona

PenFed is hiring a hybrid Leads Management Analyst based in San Antonio, Texas or Phoenix, Arizona. This role focuses on implementing and optimizing leads management campaigns to enhance mortgage and home equity loan production, leveraging the Velocify platform and integrating with key systems to ensure efficient lead distribution, disposition, and prioritization.

Responsibilities

• Support department leadership in collaborating with external vendors and PenFed IT to build and integrate technology for mortgage and home equity lines of business.
• Maintain existing reports and dashboards to meet stakeholder deadlines.
• Monitor performance of scorecards, source reports, and surveys.
• Identify opportunities and recommend solutions to automate and improve the efficiency of reports and dashboards using internal or third-party resources.
• Provide reporting, documentation, and analytics support for complex, multi-disciplined CRM projects.
• Implement department strategies for generating, capturing, and routing leads to appropriate channels and resources.
• Develop and enforce lead prioritization and scoring strategies, ensuring CRM capabilities align with these strategies.
• Support pipeline accuracy by displaying key status, actions, cycle time, and capacity within the CRM.
• Monitor, troubleshoot, and resolve lead capture or routing obstacles to maintain ecosystem efficiency.
• Create and audit lead sources in the CRM to ensure proper routing and full resource utilization for peak performance.
• Develop, analyze, and distribute reports, making real-time adjustments and campaign changes to drive performance metrics related to dialer strategy and agent statistics.
• Identify trends to refine strategies and optimize performance.
• Support new campaign setups and maintain dialer, daily production, client, and workforce monitoring reports.
• Apply knowledge of TCPA and state regulations to dialer operations, lead management, and callable hours.
• Manage internal and external service provider outages, support system recovery, and business continuity planning.
• Assist in strategy and planning sessions, developing project scope with stakeholders for approved projects.
• Facilitate workflows enabling loan officers to work leads efficiently and recommend new tools to maximize performance.
• Execute and manage email and SMS contact strategies for members and prospective members.
• Evaluate data quality to ensure standards and guidelines are met.
• Participate in corporate projects, including networking events.
• Ensure business continuity.

Requirements

• Bachelor’s degree in business administration or an equivalent combination of education and experience.
• Minimum of four (4) years of experience in lead management and/or CRM.
• Minimum of two (2) years of experience in the Velocify/Salesforce ecosystem (Sales and/or Service cloud, Ideas and Knowledge) or equivalent CRM/lead management system (preferred).
• Experience with Agile development processes.
• Experience with Genesys Cloud and/or Salesforce.
• Demonstrated analytical and quantitative skills to analyze, interpret, and translate data.
• Ability to manage multiple priorities and utilize internal and external resources to achieve goals.
• Excellent verbal and non-verbal communication skills, with the ability to review complex issues and make sound decisions.
• Service-oriented with collaborative behaviors.
• Commitment to high professional and ethical standards, handling confidential information with discretion.
• Experience using A.I. tools (preferred).

This position does not involve supervisory responsibilities.

Pay

The anticipated starting salary range for this role is $60,000.00 - $113,032.00. This position is eligible for organizational and individual performance-based annual bonuses, subject to board discretion and approval.

Benefits

• Comprehensive health, dental, and vision plans.
• Paid time off.
• Family-friendly benefits, including paid parental leave and care support.
• Fitness center access.
• 401(k) match.
• Employee loan discounts.
• Fully paid life and disability coverage.
• Education assistance for professional growth.
• Community involvement and volunteer opportunities.

Schedule

This is a hybrid role based in San Antonio, Texas or Phoenix, Arizona. The ability to travel to various worksites and be on call may be required. The work environment is an indoor office setting with moderate noise.