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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

  • Bachelor’s degree in applicable field

  • 3 to 5 years professional experience

  • Demonstrated aptitude with relational database tools

  • 1 to 3 years experience with call center operations technology (Interactive Intelligence or Genesys product suite a plus)