We are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions.
With over 8,000 CI&Ters around the world, we’ve built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality.
An experienced Product Manager or Business Analyst with deep Salesforce expertise to optimize and enhance our platform capabilities across our call center and consumer direct operations. This role will serve as the critical bridge between business stakeholders and technical teams, translating business needs into effective Salesforce solutions.
Key Responsibilities:
Lead requirements gathering, analysis, and documentation for Salesforce FSC enhancements and new implementations across call center and consumer direct business lines
Partner with business stakeholders to identify pain points, process inefficiencies, and opportunities for FSC optimization
Design and document business processes, user stories, and functional specifications for Salesforce development teams
Manage the product roadmap and backlog for Salesforce FSC initiatives, prioritizing features based on business value and impact
Leverage FSC-specific features, including relationship mapping, financial accounts, and action plans to meet business objectives
Conduct user acceptance testing (UAT) and ensure solutions meet business requirements before deployment
Provide ongoing support and guidance to end users, serving as a Salesforce FSC subject matter expert
Create training materials and conduct user training sessions for new features and functionality
Monitor system performance and user adoption metrics, recommending continuous improvements
Collaborate with IT teams on integrations between Salesforce FSC and other enterprise systems (Byte, Aspen Grove, LoanServ, CMG Docs, Client Services (Data), API/Middleware)
Required Qualifications:
5+ years of experience as a Business Analyst or Product Manager working with Salesforce implementations
Strong understanding of Salesforce Financial Services Cloud, particularly for call center and customer service operations
Proven ability to gather requirements from diverse stakeholders and translate them into technical specifications
Experience with Salesforce configuration, including workflows, process builder, validation rules, and custom objects
Excellent analytical, problem-solving, and critical thinking skills
Strong communication skills (in English) with the ability to explain technical concepts to non-technical audiences
Experience with Agile/Scrum methodologies
Preferred Qualifications:
Call center experience in the mortgage servicing industry
Knowledge of consumer direct operations and related business processes
Familiarity with mortgage servicing workflows, compliance requirements, and industry regulations (RESPA, TILA, CFPB guidelines)
Experience with Salesforce AI capabilities, including Agentforce, Einstein, or prompt building for generative AI
Understanding of AI/ML concepts and how to apply them to customer service and business processes
Experience evaluating AI outputs for accuracy, bias, and compliance considerations
