CRM Content and Adoption Associate - Remote

Job Description:

First American Bank was founded in Chicago, and over the years has expanded throughout Wisconsin and Florida.  As the largest privately held bank in Illinois, we now have over 60 locations and assets of $5+ billion.  We are a community bank at heart with international expertise, traditional values, and a forward-looking philosophy.  Our employees have the experience and vision to meet the needs of savers, borrowers, and businesses in the 21st century.  First American Bank can offer employees a level of visibility, career growth, and stability that is difficult to find in many larger corporations. 

This hourly (non-exempt) position is responsible for creating, organizing, and maintaining training materials for various operational initiatives, primarily supporting the Microsoft Dynamics 365 application. With a focus on prioritizing D365-related supportive tasks to provide the best user experience, this position promotes value to D365 Customer Relationship Management (CRM) users by actively listening to their issues and challenges, providing high-level support, and enhancing on-demand training to drive adoption.

DUTIES & RESPONSIBILITES

• Perform general D365 Team supporting tasks, which includes utilizing Tracker.Net ticketing application, maintaining minutes for all appointed D365 meetings, and maintaining the new hire report and process.
• Develop on-demand training materials based on the Central Operations (COPS) Team initiatives and/or MSN Dynamics CRM learning objectives, target audience, and training as needed.
• Create training materials such as videos, presentations, and other multimedia assets that effectively convey the training content.
• Utilize appropriate resources/tools to ensure the training content is engaging, interactive, and promotes effective learning.
• Create training content “video” using applicable applications such as Canva, Murf-AI, and Vimeo.
• Review and proofread training materials and other relevant documentation to ensure accuracy and consistency.
• Collaborate with First American Bank business units to promote end-user engagement and satisfaction as well as ensure system adoption and effectiveness.
• Participate in testing, training, and implementation phases of MSN Dynamics CRM projects, as needed.
• Assist the Senior CRM Content and Adoption Associate with creating training materials, including training “how-to” videos and guides that ensure users have a comprehensive learning experience specific to their role.
• Manage the COPS D365 Users “Support” Channel to provide a swift and effective resolution to MSN Dynamics CRM-related questions and issues.
• Support the rollout of new functionality with associated training and support materials as directed.
• Assist Senior CRM Content and Adoption Associate with the training and implementing new processes and procedures. Lead virtual training demonstrations, as needed.
• Communicate with the Content Development & Adoption (CDA) Team regarding business units to proactively identify MSN Dynamics CRM needs, refine existing processes, and share upcoming updates to the current system functionality.
• Leverage learning platforms and surveys to gather learner feedback on the effectiveness of training programs.
• Work with the Content Development and Adoption (CDA) Team on the regression testing process “template” for MSN Dynamics CRM projects, as needed.
• Continuously explore new technologies and industry trends in training and the content creation process, as needed.
• Utilize analytics to understand key drivers of user adoption success.
• Assist Content Development & Adoption (CDA) Team with promoting best practices and encourage subject matter experts (SMEs) and management to take a hands-on approach to managing their team’s sales pipeline.
• Conduct and complete additional assignments/projects as designated by management. 

QUALIFICATIONS

• High school diploma or equivalent required. Bachelor’s degree preferred.
• Minimum six months experience in delivering training in a group or virtual environment required.
• Minimum one year CRM system implementation or adoption experience strongly preferred. 
• Financial services or banking industry experience preferred.
• Previous experience with project management and coordinating training plans a plus.
• Qualified military veterans are encouraged to apply.
• Proven ability to understand business requirements and work with the technical team to translate them into solutions.
• Experience assessing and documenting business processes and change management.
• Demonstrated ability to convey thoughts and ideas effectively and succinctly via written formats, including emails, letters, and electronic platforms. Maintain professional standards relating to spelling and grammar.
• Strong verbal and written communication skills, professional presentation, organizational, and listening skills who can interface directly with internal stakeholders. Must be professional, comfortable speaking with external and internal contacts with a demonstrated ability to tailor the message appropriately to the audience and situation effectively.
• A creative thinker with abilities to communicate and execute ideas and performance solutions.
• Excellent prioritization and problem-solving skills required. Use sound professional judgment to balance the interests of the organization and customer, understanding and using available resources to mitigate risks.
• Maintain credibility through professional demeanor, appearance, and presence by modeling standards appropriate to our environment and industry.
• Maintain good working relationships with internal partners by exhibiting exemplary interpersonal skills, adopting a constructive, solutions-focused approach.
• Experience using screen capture online design applications or recording software (i.e., SnagIt, Canva, etc.) is required. In addition, experience using a text-to-speech platform is a plus.
• Proficiency with Microsoft 365 products and applications, including the ability to effectively prepare or review documents, procedures, and reports.
• Demonstrated ability to learn new systems and applications, as well as the ability to understand, adapt and adjust responsibilities/workflows as a result of system upgrades. 
• Must have reliable internet connectivity and resources (headset; audio and microphone) for virtual meetings.
• Occasional travel to other First American Bank locations, Bank functions, and training facilities may be required.
• Typical schedule is Monday through Friday 8:00 a.m. to 5:00 p.m. Additional hours may be required depending upon business need.
• Punctuality is required to maintain First American Bank’s customer service standards.