CRM PLATFORM ANALYST

ABOUT US

MoneyLion is America's most powerful and rewarding financial membership, empowering people to take control of their finances to achieve their overall life goals.

Since its launch in 2013, MoneyLion has amassed more than 4 million members and has earned its customers trust with new banking and investment capabilities that offer a one-of-a-kind rewards program, no-fee checking account, overdraft protection, and loans funded in 15 seconds or less.

From a single application platform, users can get a holistic snapshot of their entire financial lives while having access to personalized and contextualized tips and tools to improve their credit and achieve everyday savings.

By rewarding financial responsibility, providing top-notch customer assistance, and offering insightful financial education tips, we aim to positively impact our customers and enable them to better their financial health. 

MoneyLion team members are passionate about making a difference in people's lives. We work fast, collaborate always, and above all else, we do it for our customers.

__REMOTE OPPORTUNITY AVAILABLE

ABOUT THE ROLE

We are seeking for an individual to join the Customer Operations team as our newest CRM Platform Analyst. This individual will report in to the Operations Manager in the Customer Excellence Department. You will support and lead our efforts to drive digital service adoption while enhancing MoneyLion's customer journey. You will analyze current CRM roadmaps to recommend and report metrics analyses to the internal stakeholders. You will then oversee all roadmaps requests and own all inputs for both our internal and external CRM platforms. You will be working on customer operation data and should have the ability to dig deep into customer data, and deliver the best result in the life cycle. 

Key Responsibilities:

• Identify and implement new opportunities to expand MoneyLion's Customer Experience by performing research and analyses with our in-house CRM
• Drive improvements of our CRM systems based on observation, research, expertise, and user feedback for all process adjustments, and design upgrades
• Collaborate with product team to prioritize and launch products most important to our most valuable segments
• Work with in-house CRM engineers to prioritize the backlog of Customer Experience focused initiatives
• Design and implement the business and operational system roadmaps and processes that aligns with MoneyLion's customer service's team
• Serve as SME for in-house CRM platform matters and enhancement of the Customer Experience
• Partner with other teams to help them execute on important strategic initiatives or drive operational scale and efficiency
• Assist the internal team to troubleshoot issues with the platform as they arise, and follow up with team to help resolve questions
• Enhance our omnichannel offerings across all channels with a heavy focus on optimizing for digital self-service and Customer Satisfaction

ABOUT YOU

• 2+ years of experience supporting customer-facing teams using a 3rd party CRM (Kustomer, Gladly, ZenDesk etc) is required
• Bachelor's degree or Equivalent is required
• Excellent analytics, problem-solving, and reporting capability 
• Proven track record for working well across cross-functional teams with multiple key stakeholders
• Process-oriented mindset and ability to lead people to get things done
• Experience in a highly strategic, analytical, and operational role in fast-paced environments
• Experience in product or project management, taking initiatives on roadmaps from conception to launch to support and continuous improvements

MONEYLION IS COMMITTED TO EQUAL EMPLOYMENT OPPORTUNITIES FOR ALL EMPLOYEES. INSIDE OUR COMPANY, EVERY DECISION WE MAKE REGARDING OUR EMPLOYEES IS BASED ON MERIT, COMPETENCE, AND PERFORMANCE, COMPLETELY FREE OF DISCRIMINATION. WE ARE COMMITTED TO BUILDING A TEAM THAT REPRESENTS A VARIETY OF BACKGROUNDS, PERSPECTIVES, AND SKILLS. WE REALIZE THE FULL PROMISE OF DIVERSITY AND WANT YOU TO BRING YOUR WHOLE SELF TO WORK EVERY SINGLE DAY.