Excelsior University

Salesforce Administrator

• Provide high-quality end user support to users of the Salesforce.
• Manage workflow for the CRM system.
• Create and manage custom objects, fields, formulas, custom reports and dashboards.
• Develop and maintain validation rules and custom workflow.
• Determine and document business user requirements.
• Develop and implement enhancements to the CRM system as required.
• Work with internal and external staff to use the CRM in an efficient, effective manner.
• Manage access rights for Salesforce.
• Perform data integrity and manipulation tasks.
• Troubleshoot issues reported by all CRM users as needed.
• Write technical documentation.
• Follow best practices in the use of the Salesforce.
• Attend professional conferences and training courses as required.

Financial Planning and Analysis

• Providing student support via phone, email and message center
• Keep current on regulations related to Veterans Benefits
• Support the collection of required documentation and processing of forms related to Veterans Benefits
• Assist with developing, revising, and updating processes of the unit related to programs administered by the college
• Liaison with Department of Veterans Affairs
• Participate in ongoing professional development along with the encouragement of the growth of colleagues

Assistant Director – Financial Aid, Veteran Affairs

Customer Support

• Review and promptly respond to student inquiries courteously and accurately via our communication channels while documenting and maintaining detailed records of interactions and resolutions.
• Provide online learning platform and academic course help (i.e. materials, textbook and access code questions, accommodations for students with disabilities, academic appeals, course policy questions, course extensions).
• Support timely resolution of technical issues (i.e. access, course navigation, Turnitin, broken links).
• Collaborate across the university as needed to ensure and communicate efficient resolutions for students.
• Proactively identify and escalate complex or recurring issues for further investigation and resolution (i.e. issues with an instructor, staff member or student peer).
• Monitor, review feedback, and continuously improve processes, policies, procedures, and content while maintaining accurate and comprehensive resources both internally and externally for students, Excelsior staff, and faculty as part of quality standards and best practices.
• Stay updated on best practices, technology, and trends in student affairs as it relates to student support. Participation as members of NASPA and NACE. This includes direct involvement in being dedicated members of the NACE Serving Students with Disabilities Affinity Group.
• Investigate an interpretation of student requests for appeals, exceptions, and other items that require careful decision making and communication that at times can be challenging based on a student wants but must adhere to Excelsior University policy and best practices for equity and fairness.
• Compliance in record keeping and documentation as well as tracking data and engagement.

Salesforce Administrator

Assistant Director – Financial Aid, Veteran Affairs

Student Support Specialist