CRM Application Support Officer

First Bank Recruitment 2019

Website First Bank of Nigeria Plc.

First Bank of Nigeria Plc (FirstBank) is Nigeria’s premier commercial bank providing a comprehensive range of retail and corporate financial services to customers and investors wishing to explore the vast business opportunities available in Nigeria

Job Title: CRM Application Support Officer

Job ID: 1900005X

Primary Location: NG-LA-HEAD OFFICE
Work Locations: HEAD OFFICE HEAD OFFICE, LAGOS HEAD OFFICE
Job: FBN GEN. JOB FAMILY
Organization: DMD DIRECTORATE
Schedule: Regular
Shift: Standard
Job Type: Full-time
Day Job
Job Posting: Nov 12, 2019, 4:55:01 PM
Grade Range – From : BANKING ASSISTANT Grade Range – To : BANKING OFFICER

Job Description

Description

DUTIES AND 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

JOB 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.

To apply for this job please visit firstbanknigeria.taleo.net.

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