Purpose:

The FMS Systems Coordinator will support the FMS team through data management, reporting, and administrative duties to ensure the efficient delivery of services that strengthen NMCAA communities and empower their residents. Takes responsibility for development and implementation of the Homeownership Center’s customer service culture and demonstrating the value of Salesforce in driving the program’s goals and objectives using data.

Essential functions:

Salesforce

• Serves as the Northwest Michigan Community Action Agency’s primary liaison between the agency and the NeighborWorks America Sustainable Business Initiative Program (SBI) team. Attends weekly and monthly telephonic meetings and webinars, as well as scheduled in person convenings in various national locations.
• Works closely with NMCAA management team in set up and transition of SalesForce by supplying reports and daily progress updates in organized agency SBI meetings.
• Has administrative rights within Salesforce and is responsible for setting up new users and grants appropriate access to team.
• Manages development of the Customer Facing Technology, Compass, Stripe, Setster adding custom fields, adjusting page layouts, etc., and coordinates transaction activity.

• Together with other SBI team members, lead the development of a culture for customer service excellence.
• Evaluate, maintain, and update Customer Facing Technology (CFT) as required to support Homeownership service line and additional lines of business.
• Work closely with Intake-Leads Specialist, Marketing Coordinator and Management to monitor marketing and conversion rates of new customers.
• Train and maintain training for all Homeownership team members on the appropriate and required use, data input and updates and changes to SalesForce.
• Functionally manage the responsibilities of CFT Leads Managers.
• Serve as a trouble shooter for line staff using SalesForce and constantly striving to utilize SalesForce in new/different ways to increase efficiency and/or production.
• Design and develop appropriate reports for management team use.

• Completes reporting for the Homeownership service line and other lines of business as they are developed while working in cooperation with the FMS Program Specialist and Manager.
• Serve as liaison between SalesForce programmatic functions/staff and NMCAA’s business office functions/staff.
• Attend SBI calls as an active participant and report back to team as needed.

Minimum Education:

Bachelor’s degree or equivalent experience in required skill areas.

Minimum Experience:

One to two years’ experience in a related field.

Minimum Skills Required:

• Excellent computer skills.
• Strong communication skills including, listening, verbal, and written communications.
• Strong organizational and management skills.
• Leadership skills to develop and mentor staff.

FMS Systems Coordinator – Traverse City

The FMS Systems Coordinator will support the FMS team through data management,
reporting, and administrative duties to ensure the efficient delivery of services that
strengthen NMCAA communities and empower their residents. Takes responsibility
for development and implementation of the Homeownership Center’s customer
service culture and demonstrating the value of Salesforce in driving the program’s
goals and objectives using data.
Bachelor’s degree or equivalent experience in required skill areas.
One to two years’ experience in a related field.
40 hours per week, 52 weeks per year. $20.33 per hour.

EOE. For details visit www.nmcaa.net