North Shore Bank is a locally-owned and managed, independent, community bank that has been operating in the Duluth area for over 100 years! North Shore Bank is seeking a Mortgage CRM Operations Administrator to join our team! The individual in this role will perform sales support as a primary administrator to eCRM management including customer engagement, training and campaigns and is a liaison between bank and mortgage sales staff for marketing needs. The administrator will support mortgage production by utilizing the appraisal technology platform, point of sale application portal and other various production applications. The administrator will serve as a backup support to other areas of mortgage operations. We offer competitive pay, a full benefits package and a fun team-oriented environment. This position is located onsite in Duluth, MN. North Shore Bank is an Equal Opportunity Employer. Position title and pay level based on experience.

Responsibilities: 

• Administration of the mortgage eCRM to include system settings and maintenance, provide support and training for sales staff, monitoring and supporting customer touchpoints and campaigns and reports on sales progress to management. Works with production staff on marketing requests, planning needs and coordinates content and compliance approval with banks marketing team
• Primary point of contact for production staff for the online point of sale application portal, eSign compliance and initial disclosures, system settings, testing on new releases, troubleshooting for customers and production staff. Will train production staff on use of online application portal and provide ongoing support.
• Liaison between production support staff and appraisal platform vendor on system changes, testing, setup of new users and settings. Will train and support staff and appraisers with questions and troubleshooting.  Reporting usage, trends and changes to management. 
• Provide monthly and quarterly reports to management on production volumes through eCRM, point of sale and appraisal platform. Strategize with managers to increase leads and sales through tools and technology and make recommendations on tracking goals and reporting.
• Cross train to provide support and back up as needed for lock desk and mortgage technology manager for system user access and vendor troubleshooting. Coordinates with mortgage technology manager on production related system support projects and needs. 
• Performs other job related duties as assigned

Qualifications:

• Five + years of system applications support experience and/or mortgage experience with a solid knowledge base of basic system applications. Financial services industry and project management desired, but not required. 
• Two-year college degree preferred, but not required with the appropriate computer skills and/or prior mortgage experience
• Excellent verbal and written communication and customer service skills
• Time management, problem solving and organizational skills
• Ability to work independently and be self-motivated.  A strong desire for problem resolution and taking a project to completion 

Benefits:

• Medical, Vision and Dental, Life, Disability, Flexible Spending Accounts, HSA, EAP, Wellness Program
• 401(k) with Employer Match and Profit Sharing
• Paid Time Off, Personal Day, Flex Time, Volunteer Hours
• Paid Holidays
• Fun and friendly family-owned work environment