CRM Admin

Position: CRM Admin (Total Expert)

Location:  hybrid if located within 30 miles from Santa Ana, CA or Austin, TX (4 days on-site), open to US-REMOTE if outside of 30 miles

Compensation: Starting at $75K+, DOE

*Actual compensation may vary from posting based on geographic location, work experience, education, and/or skill level.

Position Summary: The CRM Admin is responsible for the administration, configuration, optimization, and ongoing support of New American Funding’s Total Expert CRM platform. This role will serve as a technical subject-matter expert, partnering closely with Technology, Product, Marketing, Sales, and business stakeholders to ensure the platform is stable, scalable, and effectively supports business needs.

The CRM Admin will manage platform configuration, user access, workflows, integrations, troubleshooting, and ongoing enhancements while identifying opportunities to simplify processes, improve the user experience, and increase adoption of CRM capabilities.

Disclaimer: Identity Verification checks are in place throughout the Candidate journey to prevent candidate fraud.  In-Person Interview Required

CRM Administration & Configuration

• Serve as a primary administrator and technical subject matter expert for the Total Expert CRM platform.
• Manage day-to-day platform administration, including user setup, permissions, roles, configuration, and system settings.
• Configure and maintain workflows, business rules, fields, templates, integrated services, and other platform functionality based on business requirements while maintaining platform standards for scalability, security, and governance.
• Evaluate platform capabilities and recommend scalable solutions that support business requirements while minimizing unnecessary customization.
• Ensure CRM configurations, workflows, automations, data handling, and user access adhere to applicable federal and state laws, regulatory requirements, company policies, and established compliance standards.

Technical Support & Troubleshooting

• Provide advanced support for CRM-related issues, identifying root causes and coordinating resolution across internal teams and Total Expert, when necessary.
• Troubleshoot platform configuration, workflows, integrations, data, user access, and system functionality.
• Monitor platform health and proactively identify issues that may impact performance or the user experience.
• Document recurring issues, resolutions, and technical processes to improve support efficiency and knowledge sharing.
• Escalate defects and complex technical issues while maintaining ownership through resolution.

Integrations & Data Management

• Partner with Engineering and Technology teams to support integrations between Total Expert and other enterprise platforms.
• Monitor and troubleshoot data flows to ensure information is accurately exchanged between connected systems.
• Support data integrity through regular review, validation, cleanup, and governance practices.
• Assist with testing and validation of APIs, integrations, platform changes, and system enhancements.
• Identify opportunities to improve automation, data quality, and reduce manual processes across CRM-related workflows.

Product & Business Partnership

• Partner closely with Product, Marketing, Sales, Training, Support, Operations, Compliance, and other business stakeholders to understand CRM needs and translate requirements into scalable technical solutions.
• Provide recommendations based on platform functionality, technical feasibility, and established standards.
• Participate in discovery and planning for CRM enhancements, new capabilities, and business initiatives.
• Help stakeholders understand available CRM capabilities and identify opportunities to leverage the platform more effectively.
• Balance immediate business needs with long-term platform scalability and maintainability.

Release Management & Testing

• Support the planning, testing, validation, and implementation of Total Expert releases, enhancements, integrations, and configuration changes.
• Develop and execute test scenarios, coordinate user acceptance testing, and validate functionality and system changes prior to production deployment.
• Maintain documentation of platform changes, configurations, testing, and release activity and partner with impacted teams to ensure readiness for significant changes.
• Validate that system changes and new functionality comply with applicable regulatory requirements, company policies, and established controls prior to production implementation.

Optimization & Continuous Improvement

• Continuously evaluate CRM functionality, processes, workflows, and user feedback to identify opportunities to improve efficiency, automation, data quality, and user experience.
• Monitor platform usage and adoption trends to identify opportunities for optimization.
• Stay current on Total Expert releases, capabilities, product updates, and best practices.
• Partner with Technology and Product leadership to support the long-term evolution of NAF’s CRM ecosystem.

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field preferred.
• 3+ years of CRM administration, configuration, application support, or related technology experience.
• Hands-on Total Expert administration experience required.
• Strong working knowledge of Total Expert configuration, user administration, workflows, permissions, platform functionality, and troubleshooting.
• Experience supporting CRM integrations, APIs, data flows, and enterprise systems.
• Experience translating business requirements into technical configurations and scalable solutions.
• Strong troubleshooting and problem-solving skills with the ability to identify root causes and drive issues through resolution.
• Experience with testing, release management, change management, and production support.
• Strong understanding of data integrity, governance, security, and access management principles.
• Knowledge of data integrity, governance, security, access management, and regulatory compliance requirements applicable to CRM and mortgage systems.
• Ability to communicate technical concepts clearly to both technical and non-technical audiences.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Experience working cross-functionally with Product, Engineering, Marketing, Sales, and Operations teams preferred.
• Mortgage or financial services industry experience strongly preferred.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Must be able to lift up to ten pounds.  Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information.  VISION:  See in the normal visual range with or without correction.  HEARING:  Hear in the normal audio range with or without correction.

EOE/M/F/D/V. Drug-free workplace.

Work Authorization:

Must be able to verify identity and employment eligibility to work in the U.S.

Pay Transparency Disclosure: If based in New American Funding’s offices, this role has the annual base salary range stated above.

Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range. Please discuss your specific work location with your recruiter for more information.

New American Funding offers competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave , mental health & wellness benefits, and generous PTO. New American Funding also offers sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles. New American Funding’s compensation and benefits are subject to change and may be modified in the future.

New American Funding recruiters may contact candidates through LinkedIn, phone, text message, or email. Official email communications will come from an address ending in @nafinc.com. We will only request sensitive personal information through our secure application and onboarding systems – not through email, social media, text message, or instant messaging. New American Funding will never request payment from candidates at any stage of the recruiting process.

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