Salesforce Administrator - Collections & Servicing

Collections & Servicing Platform Administrator

PenFed is hiring a Collections & Servicing Platform Administrator to work onsite at our San Antonio, Texas; Omaha, Nebraska or Tysons, Virginia location. The System Administrator will oversee and maintain the department's software systems crucial to operations. This role involves ensuring the stability, integrity, and efficiency of software applications and platforms across various environments. The role will have a strong collections and/or consumer loan servicing background, a thorough understanding of the software system and will work closely with Information Technology, Business Analysts, and Product team members to test, configure, monitor, and troubleshoot.

Responsibilities

This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned.

• Deploy and assist in configuring software applications based on department needs and strategy.
• Ensure ongoing system availability, performance, and security through proactive monitoring and regular maintenance tasks.
• Assist in testing and remediation of software releases.
• Identify and resolve software-related issues promptly to minimize downtime and impact on operations.
• Assist in maintaining the accuracy and relativeness of dashboards for the department and individual teams.
• Stay abreast of collections and servicing strategies to ensure that the software compliments the strategy.
• Communicate concerns regarding software stability, system performance and uptime.
• Maintain accurate documentation of software configurations, procedures, and incidents.
• Assist in training leadership and collections trainers on software features and upcoming changes; be a Subject Matter Expert as it relates to our technology.
• 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 staff performance and how staff are utilizing, or not efficiently utilizing, the software.
• Collaborate with leadership regarding special needs and enhancements of the software, including architecture of elements contained on windows within the system.

Qualifications

Equivalent combination of education and experience is considered.

• Associate's degree in related field.
• Minimum of three (3) years of call-center collections and/or loan servicing experience required.
• Minimum of three (3) years' experience in a financial services environment.
• Minimum of one (1) year of project management required.
• Previous system administration or software configuration experience required.
• Strong knowledge of financial structure, products, policies, and procedures required.
• Strong verbal and business writing communication skills required.
• Proficiency in troubleshooting and problem-solving.
• Commitment to staying updated on advances with software systems including on-going education in software systems and technology.
• Willingness to learn new technologies and adapt to changing environments.
• Strong analytical and problem-solving skills.

Supervisory Responsibility

This position will not supervise staff.

Licenses and Certifications

Salesforce Certifications preferred. Ongoing Salesforce 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 is not 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.

About Us

Established in 1935, PenFed today is one of the country's strongest and most stable financial institutions with over 2.9 million members and over $31 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam and Puerto Rico. We are federally insured by NCUA and we are 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.