Analyst, Contact Center Communications

Scope/Financial Responsibility

This position is responsible for all collection communication strategies in the two call centers located in Orlando, FL and Las Vegas, NV. This position ensures that all collections strategies are followed and that the contact center is running at an optimal rate in order to gain as many connects as possible, as well as setting up the administration functions of the dialer.

The financial scope of this position manages collections strategies on approximately $340M on a $3.7B portfolio.

Key Areas of Responsibility

• Develop and administer effective communication strategies to include outbound dialer campaigns, text messaging, email, letter and live chat (60%)
• Proactively and effectively communicate with leadership on all communication strategies (20%)
• Develop effective reporting and analytics to drive performance, improve compliance and efficiencies. Analyze large sets of data, makes recommendations based on data and business needs (10%)
• Work on cross-functional teams to deliver process improvement initiatives (5%)
• Ad-hoc assignments or projects as outlined by manager (5%)

Qualifications

• Bachelor’s Degree required. Masters Level Degree in Business, MIS, computer programming or other field of study reasonably applicable preferred.
• Three years contact center experience required. One year predictive dialer administration (or similar) required. One year consumer collection experience preferred.
• Experience analyzing large data sets and presenting recommendations to executive level leadership.
• Experience developing and troubleshooting databases.
• Experience in process improvement.
• Development of dashboard reporting.

What You'll Bring

• Good communication and interpersonal skills, both verbal and written, that promote open and trustworthy working relationships.
• Demonstrated quantitative skills; detail oriented.
• Effectively manage time and resources to ensure that work is completed efficiently.
• Collections industry knowledge.
• Knowledge of regulatory environment, including but not limited to FDCPA, TCPA, CCPA, Gramm-Leach Bliley Act, CFPB.
• Advanced analytical skills required.
• Strong leadership skills; Ability to lead a team of analysts and manage competing priorities.

How You'll Be Rewarded

• We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us.
• Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.
• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
• Legal and identity theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program