Under the direction of the First Vice President, Business Intelligence Manager, the CRM (Client Relationship Management) & Business Intelligence Officer serves as CRM platform expert and business/systems analyst interpreting data to model, monitor, inform and predict business outcomes. ESSENTIAL RESPONSIBILITIES Researches, collects, cleans, analyzes and reports on data to find key insights, makes meaningful recommendations, and identifies opportunities. Ensures all relevant data points have been incorporated into reporting to conduct a comprehensive analysis. Prepares and presents analytical findings in reports, summaries, dashboards, graphs, charts and maps to provide users with detailed intelligence about the state of the business. Creates graphs, infographics and other methods to visualize data to accompany written interpretation. Draws conclusions from data to describe, predict, and improve business performance and provides insights to senior management and business leaders in support of decision-making efforts. Generate and analyze management?s reports and dashboards on CRM system metrics, customer interactions, and campaign effectiveness. Present findings to stakeholders and suggest improvements. Understand business requirements and then assist business stakeholders with the design, data mapping, and use cases for the CRM system. Further, creates and maintains management reports and dashboards for purposes of ongoing monitoring and oversight. Understands and maintains database structure to support mapping efforts for any interfaces to outside systems. Maintains data integrity through design, maintenance and security in the CRM application. Creates workflow automation to support operating efficiencies, the sales process, account management and ongoing customer support. This includes transitioning legacy processes to use CRM tools for purposes of streamlining overhead and embedding efficiencies in the client relationship and sales processes. Troubleshoots technical issues and devises immediate and long-term solutions. Catalogs, reports and analyzes system issues and identifies current status of each issue and trends for follow up. Provides training and education for new users, and for existing users as the CRM system evolves and grows. Monitors proper use of system to limit process breakdowns associated with the application. Follows bank wide policies and procedures related to change management and project management. SUPPORTS INFORMATION TECHNOLOGY AS NEEDED WITH THE FOLLOWING: Assists with any interfaces, real time or batch oriented, with outside systems. Understands data mapping and works with the Information Systems team to verify changes are mutually agreed upon. Maintains user accounts across multiple organizations to establish the proper blend of user business functionality and adherence to compliance. Develops and implements functional tests for security configurations and automated processes. Assures CRM software is at the most recent release required to maintain vendor support and to allow the functions required by the business line. Monitors system release notifications from assigned application vendors to watch for critical system patches and/or software updates and work with the business to identify enhancements they wish to deploy. EDUCATION AND AND/OR EXPERIENCE: Bachelor?s Degree in Computer Science, Operations or Programming preferred; or equivalent in related field. At least seven years? experience with Systems Support, Application Configuration, Microsoft Windows Operating Systems and familiarity with databases and web applications. Knowledge of PowerBI, SQL, Cognos, Excel, or similar tools preferred. Sales administration and relationship management experience preferred. Financial Institution CRM experience preferred.