CRM Coordinator - Veteran's Lending Group

CrossCountry Mortgage, LLC • Meridian, ID

17d

About The Position

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 7,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture. A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down. CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program. Position Overview: The CRM Coordinator position optimizes daily CRM interactions with sales and support staff while overseeing and distributing incoming leads from various marketing and digital advertising sources within our mortgage company. This role ensures that leads are efficiently managed, reconciled, and converted by sales teams. This position supports our Veteran's Lending Group team.

Requirements

• Bachelor’s degree in Marketing, Business Administration, Communications, or related field, or equivalent combination of education/experience.
• 2-4 years of customer service experience; experience in lead management or sales support is a plus.
• Experience interacting with a CRM; proficiency in lead tracking systems (e.g., Salesforce, HubSpot).
• Mortgage industry experience is a plus; helpdesk or technical support experience is preferred.
• Excellent attention to detail, organizational and analytical skills.
• Effective communication, collaboration and problem resolution skills.

Nice To Haves

• Veterans are strongly encouraged to apply.
• Experience supporting Military veterans or active-duty service members, preferred.

Responsibilities

• Assist in the design, implementation, and execution of targeted email, SMS, and print marketing campaigns to engage customers and drive conversions.
• Collaborate with Marketing and Sales teams to align CRM marketing initiatives with overall business objectives and strategies.
• Analyze and map out customer journeys to identify key touchpoints and opportunities for enhanced engagement and retention.
• Refine automated journeys that nurture leads, improve customer retention, and promote new and existing products.
• Utilize CRM tools to automate marketing processes, ensuring timely and relevant communication with customers.
• Implement A/B testing strategies to optimize email content, subject lines, and timing for improved response rates.
• Monitor and report on key performance metrics, providing actionable insights to improve campaign effectiveness.
• Monitor and maintain incoming leads from various marketing channels.
• Check the CRM for duplicate contact records to ensure data integrity.
• Effectively automate distribution of leads to various loan teams based on established criteria and team performance.
• Regularly reconcile all leads, ensuring accurate tracking and reporting.
• Analyze lead conversion metrics and prepare reports for management.
• Work closely with loan officers and sales teams to provide insights on lead quality and conversion rates.
• Assist sales teams in understanding lead distribution processes and best practices.
• Develop and deliver comprehensive training programs for CRM users, ensuring effective utilization of the system.
• Create training materials including manuals, presentations, and e-learning modules.
• Conduct regular workshops and one-on-one training sessions to enhance user proficiency in CRM tools.
• Stay updated on industry trends and best practices in lead management and CRM usage.
• Identify areas for improvement in lead management processes and recommend strategies for optimization.

Benefits

• CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K.
• We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees