CRM/Sales System Administrator

Evergreen Home Loans NMLS 3182

75d•Onsite

About The Position

This role serves as the primary operational lead for Evergreen Home Loans’ core production and sales technology platforms, including Total Expert (CRM), nCino (POS), Mortgage Coach, and future sales enablement tools. The position ensures systems are properly configured, governed, and adopted to support production workflows, regulatory compliance, and field execution. This role partners closely with Sales, Production Operations, Marketing, Training, IT, Compliance, and vendor partners to optimize performance, reduce friction, and maximize platform value.

Requirements

Experience administering CRM platforms; Total Expert strongly preferred.
Exposure to mortgage sales systems such as nCino, Mortgage Coach, or LOS platforms.
Strong understanding of mortgage sales workflows and producer needs.
Highly organized with strong attention to detail and follow-through.
Effective communicator with ability to work cross-functionally.
Proficient in Microsoft Office Suite.
Ability to learn new systems and adapt to change.
Demonstrates sound judgment, professionalism, and discretion.

Responsibilities

Serve as system owner and primary administrator for Total Expert and nCino, with oversight of Mortgage Coach and related sales technology tools.
Configure and manage workflows, templates, permissions, licensing, and access at company, regional, branch, and user levels.
Own user onboarding, offboarding, role changes, separations, and ongoing system hygiene.
Maintain mortgage product, fee, messaging, and communication templates aligned with Evergreen standards and policies.
Monitor vendor releases and enhancements; coordinate testing, approvals, communication, and rollout.
Apply disciplined change management practices, including documentation, governance, and implementation tracking.
Identify and implement workflow improvements that reduce duplication, improve efficiency, and enhance user experience.
Serve as escalation resource and subject matter expert for Loan Officers, LOAs, and production staff.
Deliver 1:1 and group training on CRM, POS, and sales enablement tools as needed.
Partner with Training to develop and maintain documentation, best practices, and enablement resources.
Drive system adoption through coaching, usage standards, and consistent best practices.
Produce and review system usage and performance reporting, including Mortgage Coach and CRM metrics.
Prepare and distribute system communications such as updates, outages, and production support notices.
Act as primary liaison with vendors, managing support cases, escalations, and enhancements.
Collaborate cross-functionally to ensure system integrations, workflows, and policies remain aligned and compliant.