• Partner with internal and external stakeholders to provide general CRM system support and guidance • Create tickets in the client’s CRM for internal and external stakeholders to report and resolve issues • Submit CRM user access, including licenses and de-activation requests • Run daily fulfillment reporting including reviewing fulfillment requests, such as check approvals and handling exceptions • Create and update email and letter templates for agents • Tag and un-tag cases for legal purposes, as needed • Support the client with system testing, creating test scenarios, and troubleshooting and report on results • Troubleshoot common CRM system issues for agents and escalate to proper stakeholders as necessary • Collaborate with client and management to ensure the agent knowledgebase is up to date • Proactively monitor team performance through the creation and ongoing maintenance of reports and dashboards in consultation with management