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Jr Business Analyst IVR/Web

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Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

 

The Business Analyst, Jr IVR/Web role is responsible for supporting the Freedom Mortgage self-serve programs, including customer portal website and IVR. This includes daily health checks, data compilation and analysis, researching and responding to complaints regarding the systems. Focus on business process and efficiencies, alongside on-time delivery will ensure success in this role.

 

Essential Job Functions:

  • Research IVR/Web issues reported by borrowers, communicating with multiple lines of business to completion
  • Identify and document IVR/Web issues to provide opportunities to enhance both systems for better self-serve functionality
  • Communicate with multiple lines of business to ensure awareness of outages and system downtime
  • Manage complaint tracking, trending and impact analysis
  • Support user acceptance testing for system enhancements by documenting steps and variances from requirements documentation
  • Support short and long term planning for increased systems usage
Manage daily tasks as assigned

Qualifications:

  • Basic understanding of Microsoft Visio and proficient knowledge level of Microsoft Office suite including Excel
  • Ability to learn multiple call center technology suites
  • Ability to mange time and multiple responsibilities
  • Basic understanding of database structure and data analysis techniques
  • Bachelor’s degree preferred
  • 1 to 3 years professional experience (internship experience applicable)
  • Strong attention to detail
  • Experience in call center environment preferred

Must be available for working hours between 7am and 10pm Eastern Monday through Friday, with occasional weekend shifts for system upgrades and implementations. 

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