Dialer Business Analyst (Telephony)
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The Business Analyst is responsible for both strategic and tactical planning and execution within the Command Center. The Business Analyst has a high level understanding of applicable business systems, industry and investor requirements and statutes including but not limited to FDCPA, TCPA, CFPB, Fair Lending and FLSA. This role will be key in providing business and user analysis of critical processes and applications along with championing constant improvement within the Servicing business unit. In addition, this individual will actively participate in process and systems analysis while considering the business implications of the application to the current and future business environment.
Essential Job Functions:
- Serve as subject matter expert in telephony technology, specifically outbound dialer functionality and optimization
- Identify and execute short and long-term strategy adjustments or enhancements to drive contact center performance
- Must have experience with telephony applications and management of dialer software
- Ability to extract, summarize, and utilize data from varied sources, providing data-driven recommendations to business units and stakeholders
- Ensure all investor requirements are met while remaining within compliance of all statutory and regulatory obligations
- Provide guidance and day to day support for the Servicing Group including technical support
- Acts as a first contact for business system issues
- Experience participating in successful projects with cross functional teams and departments
- Must be able to work independently
- High attention to detail and organizational skills
- Ability to work a flexible schedule outside of typical business hours
Job Requirements
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Bachelor’s degree in applicable field
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3 to 5 years professional experience
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Demonstrated aptitude with relational database tools
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1 to 3 years experience with call center operations technology (Interactive Intelligence or Genesys product suite a plus)
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Benefits
Career development and advancement
Working at Freedom, you have the chance to invest in yourself. From on-the-job training to advancement opportunities, and from tuition assistance to our annual internal leadership conference, we’re focused on upskilling, achieving, and celebrating.
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Philanthropy
We run huge company-sponsored donation events and contests, as well as offer paid volunteer time so you can commit your support to the causes which you care about most.
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Holidays and paid time off
We offer ample paid time off including multiple paid holidays — because your downtime and well-being are just as important to us as your time in work mode.
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Your Wallet
Our salaries are competitive — rewarding your experiences, contributions, and hard work. We also have a 401K plan which provides a matching contribution.
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Medical
We offer several medical benefits plans and options to choose from including dental, vision, disability and life insurance, dependent care and flexible spending.
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Pet insurance
Pets are part of the family too! We offer comprehensive vet insurance to make sure your cats are cared for, your pups are prioritized, and your lizards looked-after.
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