Dialer Analyst at Cenlar

Job Description

Dialer Analyst at Cenlar

Start something good. Empower your career. Become an employee owner at Cenlar.

Employee owners have made Cenlar the nation’s leading mortgage loan subservicer.  Our unique culture is defined by our core values of respect, trust, integrity and care. Company ownership, a promote-from-within philosophy, and opportunities for continuous professional growth make Cenlar a great place to launch or boost your career. Consider this opportunity to join our team as a Dialer Analyst.

The Dialer Analyst oversees daily operations related to the flow of inbound calls offered to the Default Call Center Department and outbound calls dialed via the predictive dialer. Through continuous monitoring, the Analyst determines the prioritization of calls distributed to agents by queue thresholds and call campaigns in order to achieve corporate goals and performance objectives.  This position ensures appropriate phone and workflow coverage through communication with the workforce management team and the front-line collections management team.

Responsibilities:

• Oversees the centralized inbound and outbound call distribution for collections relative to time of month and delinquency trends

• Tests, implements and executes of all daily dialing strategies in order to assist with achieving department goals and objectives

• Monitors real-time outbound/inbound activities and provides recommendations for performance improvement

• Partners with workforce management to optimize resource utilization as it relates to call forecasting requirements and meeting daily production needs

• Develops, tests and produces daily/MTD inbound, outbound and adhoc reporting

• Assists with creating policies and procedures specific to dialer administration

• Develops client specific SOW, SLA and specialty dialer requests as needed

• Maintains robust change management process via SharePoint ticketing system for all dialer related item

• Interfaces with the Telecommunications team in order to ensure continuity of service

• Engages dialer vendor directly if/when needed to troubleshoot and resolve system performance issues

• Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar’s reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

• High school diploma or GED required

• Bachelor’s degree or equivalent business experience in a fast-paced call center environment preferred

• Noble Dialer subject matter expert, with 1-2 years of experience preferred.  Experience with other predictive dialing platforms will be considered as well

• 3 to 5 years previous experience in an inbound/outbound call center environment is preferred.  Previous mortgage experience is a plus

• Proficiency in MS Word, MS Excel, MS Power Point, Access, SQL preferred

• Excellent written and verbal communication skills

• Strong analytical and problem solving skills

• Ability to work independently and take initiative, while multi-tasking

Total Rewards:

As an employee-owner at Cenlar, you’ll receive an outstanding benefits package that includes paid medical, dental, and life insurance, 401(k), and tuition assistance as well as opportunities for training and professional advancement.

Cenlar is a drug-free workplace and an equal employment opportunity/affirmative action employer M/F/D/V/SO.