GENERAL SUMMARY

This position is responsible for implementing, administering, and maintaining Cathay Bank's various enterprise system platforms such as nCino and Salesforce, but not limited to those platforms. These applications control loan production lifecycles and service request lifecycles and manage prospects, campaigns, loans, business relationships, partners, and contacts, hence this role is crucial to driving adoption and satisfaction to the systems' overall performance. This role will manage the overall nCino and Salesforce processes to ensure proper change management procedures are followed, integration jobs are monitored, release installations are performed timely, and reports are developed and delivered to the appropriate departments. Furthermore, this role will oversee continued expansion and growth of nCino and Salesforce utilization.

ESSENTIAL FUNCTIONS

• Apply techniques to perform basic to complex administration of Cathay Bank's Salesforce instance and security settings using the standard aspects of the Salesforce Setup menu.
• Manage the loan lifecycle and CRM applications implemented on the Salesforce platform.
• Identify and diagnose end user problems in a manner that exemplifies Cathay Bank's high standards of customer service.
• Develop and maintain custom reports, dashboards, and processes to continuously improve data quality, process integrity and productivity.
• Assist with the institution's data maintenance including auditing and diagnosing data integrity issues and completing bulk imports of data.
• Define, communicate, and manage a change management (release) process to develop and implement new vendor application extensions or updates to existing applications.
• Perform intermittent application testing of new nCino releases and internal organizational changes.
• Perform updates to basic nCino configuration to include nominal application configuration such as creating validation rules, workflow rules, and approval processes for form generation templates and credit memo templates.
• Understand, create, and manage various Salesforce and nCino syntax.
• Create, update, and manage nCino Support Cases. This includes researching documentation available in nCino's Community platform, clearly defining the issue, and actively working with nCino's Support Services team to resolve the case.
• Perform batch reassignment of accounts and opportunities based on organizational changes.
• Monitor user adoption rates and respond as needed.
• Develop training plans, materials, and documentation for application users, keep materials up to date, and coordinate ongoing training sessions for new users.
• Deliver training and communication to business users, including collaborating with management to identify new and creative opportunities to leverage the applications to support additional business processes or functions.
• Recommend best practices based on interactions with the user community.
• Collaborate with respective business unit to map data fields and maintain Sandbox Banking Glyue middleware.

QUALIFICATIONS

Education: Bachelor's degree in a business or technology field or equivalent work experience preferred.

Experience:

• 1-3 years of experience in an enterprise IT role or technical related role.
• Moderate to advanced knowledge of workflow applications, including Salesforce.
• Proficiency in data manipulation and using data-related applications.
• Exceptional interpersonal skills that involve collaborating with internal and external contacts regarding complex policies, procedures, or programs.
• Ability to use independent judgment, investigation, concept development, information interpretation, and collaboration with other departments.
• Strong overall technical background.
• Advanced project management skills.

Desired:

• Salesforce Administrator Certification
• nCino Administrator Certification
• Experience with Apex programming language.
• Experience with Visualforce development.
• Experience with other report writing software.
• Banking background and experience.

OTHER DETAILS

$43.26 - $62.50 / hour
Pay determined based on job-related knowledge, skills, experience, and location.