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.
Core 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
Why Mercantile Bank?
Mercantile Bank was founded by entrepreneurs who believed building strong relationships and communities is accomplished through collaboration and innovation. It's more than being a financial institution, it's being a trusted ally and community partner. As Michigan's largest community bank, our roots are deeply embedded in the diverse communities we serve. Our commitment to our customers and community is at the core of all we do.
As an employee of Mercantile Bank, you will receive competitive compensation, bonus opportunities, and best-in-class benefit options. With a minimum of 3 weeks' vacation, sick time, 11 paid holidays, generous 401k match of 5%, company paid life insurance, tuition reimbursement, IVF and adoption assistance, zero-interest loans for fitness equipment and business attire, discounted bank services, employee stock purchase plan, 529 savings plans, health savings accounts, flexible spending accounts, legal protection, exceptional training and development opportunities, and encouragement to connect with community through volunteer opportunities.
A Look into Your Day
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.
What We're Looking For
To thrive as a CRM Analyst for the Jack Henry Synapsys system at Mercantile Bank, candidates should possess a robust set of skills and a strong foundation in customer relationship management principles, particularly within the financial sector. A minimum of 2 years of experience with CRM systems is essential. Candidates should demonstrate excellent communication, problem-solving, and organizational abilities, with a proven capacity to manage multiple priorities in both independent and team settings. Additionally, familiarity with Jack Henry core systems is preferred.
Successful analysts will display strong analytical and problem-solving skills, alongside verbal and written communication prowess. Attention to detail and effective time management are critical, especially in meeting deadlines. The ability to make informed decisions that consider all stakeholders will further enhance your effectiveness in this role, contributing to the overall success of Mercantile Bank's customer engagement initiatives.
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
Preferred Qualifications:
- 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
