Customer Relationship Management (CRM) Analyst

Mercantile Bank•Wyoming, MI

11d

About The Position

Join Mercantile Bank as a Full-Time Customer Relationship Management (CRM) Analyst and be part of a newly created dynamic team that values forward-thinking and strategic collaboration. This role invites you to innovate and shape customer experiences. You will have the opportunity to leverage cutting-edge technology in a high-performance culture that emphasizes accountability and excellence. Collaborate with passionate colleagues, engage in meaningful projects, and drive impactful solutions. Don't miss this exciting chance to contribute to a customer-centric organization in Wyoming, MI, where your ideas and insights will be valued and encouraged. Apply now to become an integral part of our journey toward unparalleled customer service and satisfaction. As a CRM Analyst for the Jack Henry Synapsys system at Mercantile Bank, you will play a pivotal role in building out, administering, optimizing, and supporting our CRM platform. The first twelve months in the position will be focused on building the system to meet the needs of business units across the Mercantile footprint. Your expertise will enhance customer engagement and streamline relationship management across departments, ensuring alignment with strategic initiatives. Collaborating closely with business units and IT, you will maintain data integrity while configuring system features to meet user needs. Responsibilities include monitoring CRM performance, troubleshooting data and workflow issues, and developing insightful reports and dashboards to inform business decisions. You will provide training and support to end-users, ensuring they leverage the full functionality of the CRM system. Additionally, you'll coordinate with Jack Henry vendor support for seamless upgrades and feature rollouts, while promoting compliance with regulatory standards. This multifaceted role offers the chance to participate in cross-functional projects aimed at enhancing the overall customer experience.

Requirements

2+ years of experience working with CRM systems, preferably in a financial institution
Bachelors' Degree
Strong understanding of customer relationship management principles and banking operations
Excellent communication, problem-solving and organizational skills
Ability to travel to Mercantile locations throughout the state as needed.
Ability to manage multiple priorities and work independently or in a team environment

Nice To Haves

Experience with Jack Henry Core Systems (e.g. SilverLake, Symitar) and Jack Henry EWF
Prior experience administering CRM or similar systems including user management, configuration and system maintenance.
Experience collaborating on teams using Agile practices including sprint planning and backlog refinement

Responsibilities

Work with Jack Henry to design and onboard a new CRM system to Mercantile Bank
After onboarding, be the Administrator for the bank's new CRM System, Synapsys
Optimize system capabilities and train staff to ensure the system's full functionality is utilized
Partner with the vendor on upgrades and rollouts
Maintain data integrity while configuring system features to meet user needs
Monitor CRM performance
Troubleshoot data and workflow issues
Develop insightful reports and dashboards to inform business decisions
Provide training and support to end-users
Coordinate with Jack Henry vendor support for seamless upgrades and feature rollouts
Promote compliance with regulatory standards
Participate in cross-functional projects aimed at enhancing the overall customer experience.