Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the home owner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.
The Salesforce Administrator plays an important role in the organization by performing a number of activities related to the company’s Retail Sales Division. The role is primarily responsible, under general supervision, for providing system support, user administration, and configuration of the Salesforce CRM platform.
Help drive user adoption, including monitoring user adoption statistics and sharing insights with the Salesforce Team.
Provide support to Guild Salesforce users by troubleshooting and resolving service Incidents, Standard & Normal Change Requests, and Problem analysis in an ITIL Aligned support model.
Monitor and resolve support events (Incidents, Change Requests, & Problems) in compliance with established Service Level Objectives (SLO’s).
Document and maintain knowledge articles and other documentation for support and business processes as executed in the Salesforce platform, including any impacts from other integrated Guild applications.
Provide feedback to Sales Training team on potential training opportunities and assist in developing training materials.
Support the Business Analysts in their efforts to collect feedback and requested requirements from the field, collaborate with SME to collect guidance for new features, and refine and commit user stories to provide new enhancements to the Salesforce platform.
Convert committed user stories that use standard declarative (configuration) settings for standard Salesforce functionality.
Collect user feedback and provide validated feedback to Product Owner for system enhancement.
Bachelor’s degree or equivalent in computer, business, or related field, along with a minimum of three years’ experience in related role(s) required.
Salesforce Certification is preferred.
Good understanding of technology, SaaS, and software packages.
Background with usability and/or training on human computer interactions and workflow best practices.
Demonstrated ability to translate user’s needs to working solutions.
Experience with software development & testing; including user stories, test cases, and bug reporting/validation.
Independent, self-starter with the demonstrated ability to learn/adapt to new technologies and techniques.
Ability to organize and manage multiple priorities simultaneously in a fast-paced, deadline-driven environment.
Excellent verbal and written communication skills required.
Passionate about delivering excellence in customer service within a team environment and work well with geographically dispersed teams.
Physical: Work is primarily sedentary; mobility in an office setting.
Manual Dexterity: Frequent use of computer keyboard and mouse.
Audio/Visual: Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
Environmental: Office environment – no substantial exposure to adverse environmental conditions.
Guild offers a pleasant work environment, competitive compensation, and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.
Guild Mortgage Company is an Equal Opportunity Employer.