Salesforce Administrator, Collections & Servicing

About the role

The Salesforce Administrator, Collections & Servicing at PenFed is responsible for supporting 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 the primary Salesforce platform.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Qualifications

• 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 employees.

Licenses and Certifications

• Required: Salesforce Certification: Platform Administrator
• PREFERRED: Salesforce Certification: Platform Administrator II, Platform App Builder, Agent force Specialist, SAFe PO/PM or other Product Owner Certification

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

Pay Transparency

The anticipated starting salary range for this role is $60,000.00 - $116,320.00

Benefits

• Comprehensive health, dental, and vision plans
• Paid time off
• Family-friendly benefits like paid parental leave, care support, and fitness center access
• Financial wellness features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage
• Growth opportunities through education assistance, community involvement, and volunteer opportunities

Our Purpose

Helping members achieve their dreams since 1935.

PenFed

Pentagon Federal Credit Union (PenFed) is one of America's largest federal credit unions, serving 2.8 million members worldwide with $29 billion in assets. PenFed offers market-leading certificates, checking and savings, credit cards, personal loans, mortgages, auto loans, and a wide range of other financial services, always with members' interests in mind. PenFed is federally insured by the NCUA and is an Equal Housing Lender.

Berkshire Hathaway HomeServices PenFed Realty, LLC

Berkshire Hathaway HomeServices PenFed Realty, LLC is a full-service real estate company ready to assist our clients with buying, selling and renting a home. The company is a wholly owned subsidiary of PenFed Credit Union and is the largest independently-owned brokerage in the Berkshire Hathaway HomeServices network, placing us in the top 1% of all real estate brokerages in the country. With almost 60 offices and nearly 2,000 world-class sales professionals, we offer complete service coverage in Virginia, Maryland, the District of Columbia, Delaware, Pennsylvania, West Virginia, Florida, Tennessee, Kansas and Texas. In addition, we offer specialized client services which include management of vacation properties and long-term rentals, corporate relocation services and national referral network.

Equal Employment Opportunity

PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.