Applications Specialist

Alleviate is one of the fastest growing companies in the Debt Relief space. Every day we help clients find solutions to their financial challenges. We are a vibrant and energetic organization of nearly 500 employees. Alleviate offers a fun, supportive culture with endless opportunities for growth and promotions. We are currently investing heavily in marketing and technology to ensure continued growth. 
Our Home: Alleviate has a 30,000 Sq foot headquarters based out of Irvine, CA. Our headquarters is located in the heart of Orange County’s booming business and finance district. Our state of the art office has 2 designer living rooms, 2 cafes, a meditation room, fully equipped work stations, and a free fitness center. We offer catered lunches, on-site food trucks, in-office games, paid parking, quarterly parties & events, volunteer events, and much more! 
Our Culture: Why do our employees love working here? 

• Pay incentives including Commissions & Bonuses 
• Company-branded clothing and accessories 
• Consistent employee recognition and appreciation
• Company-sponsored events and volunteer opportunities 

 
General Summary:
At Alleviate Partners, we rely on our technology innovation to deliver solutions efficiently and effectively to meet the evolving needs of our clients. We're seeking an experienced and passionate Applications Specialist who can help the IT team using their experience and skillsets to continue to deliver high-quality applications support. The Applications Specialist will apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues and complete requests promptly. From day one, you'll immediately impact our IT operations' day-to-day efficiency and have an ongoing effect on our overall growth.
Objectives:
The Applications Specialist will be responsible for the operational and strategic integration of the CRM system, Forth. The Specialist will be an integral part of the IT team responsible for the administration, development, performance, configuration, maintenance, testing, and user training of the CRM platform.
 
Essential Duties:

• Act as the subject matter expert and manage all CRM configurations, maintain existing features, and partner with stakeholders to design and implement new features.
• Operate as an escalation point for our IT service desk team and Affiliate support team to help troubleshoot and triage incidents related to the CRM platform and all its data and reporting integrations.
• Manage system upgrades, patches, and vendor and consultant-recommended changes, including testing, documentation, and training.
• Day-to-day management, configuration, and optimization of all CRM ancillary products, including Sendgrid, Monevo, Meridian Link, and Twilio.
• Assist with knowledge transfer, creating SOP’s, and documentation
• Serve as the liaison to 3rd party vendors.
• Systems reporting and data integration for core applications
• Granting access to special permissions such as making exceptions for unacceptable debts 
• Understanding of creating and editing scripts using our CRM's script editor feature 
• Building filter lists for employees or managing issues if certain files do not show up in the filters 
• Creating workflows with stages and statuses for core companies along with affiliate companies as they are onboarded 
• Creating and managing webhooks and setting up APIs for connections to other CRMS, uploading mail data, connecting to outside vendors, etc. 
• Managing data sources for mail imports and affiliate connections 
• Managing and creating email triggers, data sources, status changes, enrollments, etc. 
• Fixing enrollment errors and fee management 
• Document creation. Docs, Packages, Note Templates, email templates, SMS templates, Tasks 
• Updating debt amounts when needed for the payment processing team. Fixing when certain programs aren't available for particular states 
• Client File Assignments to the various departments and positions depending on the file's life cycle
• Integrations with the phone system and SMS system
• Creating companies, enrolling affiliates 
• Respond to and resolve client inquiries concerning systems operation within established Service Level Agreements (SLA) 
• Utilize ticketing system to document all requests and interactions. Maintain customer documentation to include systems, processes, issue resolutions, etc. 
• Update and maintain work tickets and escalate as needed 
• Follow all policies and procedures for the department and Company 
• Maintain compliance with the Company's Attendance and Punctuality expectations 
• Maintain compliance with established timekeeping policies which includes accurate recording of hours worked, working only pre-approved Overtime, and requesting Unpaid or Paid Time Off in accordance with Company Policy 
• Establish and maintain an understanding of how to utilize the Company's time keeping software, ensuring that additional training is requested as needed. 
• Perform other related duties as assigned.

 
Other Responsibilities:

• Continuously improve through feedback
• Attend training and department meetings 
• Other duties as assigned 

 
Job Specifications: (Knowledge, skills, abilities and experience normally required for competent performance)
Knowledge and Experience

• Bachelor's degree in Computer Science, Information Systems, or a similar field required 
• 3+ Years' direct and hands-on experience maintaining and managing CRM environments 
• 3+ Years ' experience working in an IT team environment with a mature IT service management process 

 
Skills and Abilities

• Extensive Application experience 
• Familiarity with operating systems, such as Windows and MacOS 
• Familiarity working with ticketing systems 
• Excellent written, oral, and interpersonal communication skills – Vendor and Client relations 
• Ability to conduct research into systems issues and products as required 
• Ability to communicate ideas in both technical and user-friendly language 
• Highly self-motivated and directed, with keen attention to detail 
• Proven analytical and creative problem-solving abilities 
• Able to prioritize and execute tasks in a high-pressure environment 
• Strong customer service orientation 
• Ability to work in a team-oriented, collaborative environment 
• Passion for IT and learning new skills 
• Ability to setup and troubleshoot various Windows and MacOS Operating Systems 
• Competent in communicating technical information to technical and non-technical end-users 
• Ability to multi-task, follow processes and procedures and take direction positively 
• Analytical, critical, and deductive reasoning are required to troubleshoot user issues 

 
Preferred Qualifications

• Debt settlement or financial industry background a plus 
• Telephony and or Programming Language experience

Location

• Preferred Hybrid in office, (Irvine, CA)

Salary

• $67,000.00 - $73,000.00 

Alleviate Financial Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
 
All candidates must pass a post-offer pre-employment criminal background check.