CRM Business Analyst

TRUMARK CREDIT UNION

Job Title: CRM Business Analyst
Department: Digital Solutions
Location: Fort Washington, PA
Employment Type: Full-Time - Applicants must be currently authorized to work in the United States on a full-time basis. This position does not offer visa sponsorship now or in the future.

Join Our Team and Make a Difference

Looking for a workplace that values your growth, supports your goals, and makes a real impact? At Trumark, we believe strong teams build strong organizations. Our Digital Solutions team plays an important role in supporting the systems, tools, and processes that help our teams work more efficiently and deliver a stronger member experience.

As Trumark continues to grow, the CRM Business Analyst will support the development, implementation, and ongoing enhancement of our CRM platform. This role will partner across the organization to understand business needs, improve processes, support system changes, and help ensure CRM solutions are aligned with the needs of our members, employees, and business teams.

When You Join Us, You Will Enjoy

• Flexibility and Balance: Our schedules and time off support your life inside and outside of work.
• Opportunities to Grow: We invest in your development with training and career advancement.
• Benefits That Matter: Health, dental, vision, paid time off, and a 401(k) with matching.
• Purpose Driven Work: Strengthen communities while helping Trumark grow.

What You Will Do

The CRM Business Analyst supports the development, implementation, and ongoing enhancement of Trumark's CRM platform. This role partners with stakeholders across the credit union to understand business objectives, processes, and system needs, then translates those needs into business requirements, functional specifications, user stories, and testing plans.

This position helps improve efficiency, system functionality, data quality, and the member experience by analyzing processes, identifying opportunities for improvement, and supporting CRM-related projects from requirements gathering through testing, implementation, and production support.

You will:

• Partner with business units, IT, and vendors to understand business needs and translate them into functional requirements and system solutions.
• Conduct process analysis and business research to support the development, implementation, and enhancement of the CRM platform.
• Document business requirements, business rules, user stories, acceptance criteria, and process documentation.
• Identify opportunities to improve workflows, data management, system functionality, and the overall member experience.
• Analyze member and operational data to identify trends and provide recommendations that support sales, marketing, and service initiatives.
• Develop testing scenarios, test plans, and test cases to confirm solutions meet defined business requirements.
• Perform system testing and support user acceptance testing, including documenting and assisting with defect resolution.
• Support CRM-related projects through requirements gathering, solution design, testing, implementation, and production support.
• Maintain working relationships with vendors, monitor system roadmaps, and recommend enhancements to improve system functionality and performance.
• Provide solution consultation and guidance to stakeholders to support continuous improvement of CRM functionality.

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• What You Bring to the Table

Applicants must be currently authorized to work in the United States on a full-time basis. This position does not offer visa sponsorship now or in the future.

Education

• Bachelor's degree in information technology, data analytics, business, or related field required.
  In lieu of a bachelor's degree, four additional years of relevant experience.

Experience

• Five or more years of experience in CRM administration, CRM support, business analysis, or a related role.
• Experience working with CRM platforms, preferably within a financial institution or similar regulated environment.
• Experience gathering and documenting business requirements, business rules, user stories, and acceptance criteria.
• Experience supporting system enhancements, implementations, testing, and production support.
• Experience partnering with business units, IT teams, and vendors to translate business needs into system or process improvements.

Skills

• Strong analytical and problem-solving skills with the ability to assess business needs, processes, systems, and data.
• Ability to make recommendations and support implementation of sales, service, and marketing capabilities within a CRM environment.
• Working knowledge of project methodologies such as Scrum and Waterfall.
• Strong knowledge of banking principles, practices, products, services, and systems specific to CRM.
• Strong knowledge of project management principles and practices.
• Knowledge of strategic planning, workflow analysis and design, policy and procedure development, and risk management.
• Ability to analyze member and operational data to identify trends, opportunities, and recommendations.
• Ability to translate business needs into clear technical and functional requirements.
• Strong oral and written communication skills with the ability to present information clearly to stakeholders, senior leaders, vendors, and business partners.
• Ability to learn new information and apply it to current and future job functions, problem solving, and decision-making.
• Ability to build effective working relationships, collaborate across teams, and use tact and diplomacy in a variety of situations.
• Ability to set clear and actionable expectations, support learning and performance improvement, and provide candid and helpful feedback to team members.
• Ability to apply critical thinking to identify the strengths and weaknesses of alternative solutions or approaches to problems.

What to Expect After You Apply

Application Review
We review each application to confirm alignment with the qualifications of the role.

Phone Screening
Selected candidates will participate in an initial conversation with Talent Acquisition.

In Person Interview
Qualified candidates will meet with the hiring manager for a deeper discussion of experience and strategy.

Final Interview
Finalists will participate in a 2nd interview with 3 partners of the team.

Final Decision
We will communicate next steps and hiring decisions following the final stage.

Ready to Apply

If you are interested in supporting CRM enhancements, improving business processes, and helping Trumark deliver a stronger member experience, apply now to start your journey with Trumark.