CRM Application Support Officer at First Bank

Ref Id: 1900005X
Location: Lagos
Job: FBN Gen. Job family
Grade Range - From : Banking Assistant Grade Range - To : Banking Officer
Organization: DMD Directorate
Schedule: Regular
Shift: Standard
Job Type: Full-time

Duties & Responsibilities
Application Support:

• Collect data on consumer insights concerning CRM programs and the business
• Implement CRM strategies, programs, report requirement and list views
• Ensure all data fields are correctly populated at all times.
• Provide central point of contact for all change requests and system alterations
• Prevent unauthorized access by ex-employees etc.
• Analyze potential issues and determine solutions for end users.
• Identify, correct and communicate errors made by system users.
• Responsible for L1 issues, resolving errors or escalating identified bugs to L2 for fixing.

Help Desk Administration:

• Provide support to stakeholders and business units using the solution
• Provide support by troubleshooting and solving user or system issues whilst responding in a timely fashion.
• Keep a monthly statistics report and monitor platform usage to determine business solutions for business recognized needs
• Serve as the liaison between the sales and technical teams in executing the Bank’s customer relationship management strategy
• Build custom reports and user-specific dashboards as required.
• Execute marketing campaigns to educate, reduce dormancy, increase profitability etc. and manage them through the complete campaign life cycle (plan, test, execute, measure and refine.

Training:

• Develop, maintain and enhance training materials and user documentation.
• Conduct CRM training programs for staff.
• Instruct new users on the application and train existing users on best practices & new functionality.

Qualifications/Requirements
Education:

• B.Sc in Computer Science, IT or other relevant discipline

Experience:

• Experience in administering Microsoft Dynamics 365, Case Process Configuration, Sales Process Configuration, Power Apps, Power BI etc.