SalesForce Administrator, Collections & Servicing
Job Overview
PenFed is hiring a SalesForce Administrator - Collections & Servicing to work onsite at our San Antonio, Texas service center. The Salesforce Administrator – Collections & Servicing will be part of a highly diverse team of business and tech-savvy individuals who support 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 our primary Salesforce platform. A day in the life of a Salesforce Administrator – Collections & Servicing might include addressing inquiries from end users related to issues or questions about Salesforce, meeting with stakeholders to define requirements for an upcoming system enhancement, leading user acceptance testing for the next release, or demoing a new feature to end users. An admin will have a strong consumer collections and/or loan servicing background, a thorough understanding of Salesforce, and the collaborative skills necessary to partner with various internal and external teams to configure, monitor, troubleshoot and deliver meaningful change.
Responsibilities
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned.
Technical Expertise & System Configuration
- 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.
Reporting & Analytics
- 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.
User Support & Training
- 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.
Adoption & Updates
- 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 staff.
Licenses and Certifications
- Salesforce Certification: Platform Administrator (required)
- Salesforce Certification: Platform Administrator II (preferred)
- Salesforce Certification: Platform App Builder (preferred)
- Salesforce Certification: Agent force Specialist (preferred)
- SAFe PO/PM or other Product Owner Certification (preferred)
- Ongoing Salesforce Release Readiness and Trailhead completion required.
Work Environment
While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.
*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*
Travel
Ability to travel to various worksites and be on call may be required.
Benefits
At PenFed, we offer a robust benefits package designed to support you both personally and professionally. You’ll have access to comprehensive health, dental, and vision plans; paid time off; and family-friendly benefits like paid parental leave, care support, and fitness center access. Financial wellness is encouraged through features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage. We also support growth via education assistance, community involvement, and volunteer opportunities.
Our Purpose
Helping members achieve their dreams since 1935.
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 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 also 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.
PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.
