Leads Management Analyst

Job Overview

PenFed is hiring a (Hybrid) Leads Management Analyst at our San Antonio, Texas or Phoenix, Arizona location. The Analyst, Leads Management, will assist with the implementation of leads management campaigns to optimize mortgage and home equity loan production.

Responsibilities

• Support department leadership in their work with external vendors and PenFed IT to build/integrate technology related to mortgage and home equity lines of business.
• Maintain existing reports and dashboards to meet the timeframes of various stakeholders.
• Monitor performance of scorecards, source reports, and surveys.
• Identify opportunities and recommend solutions to automate and improve efficiency of existing reports and dashboards through internal or third-party resources.
• Provide reporting, documentation, and analytics support for complex, multi-disciplined CRM projects.
• Implement department strategies for generating, capturing, and routing leads to the appropriate channels and resources.
• Implement department strategies for lead prioritization and scoring, and ensure the CRM has these capabilities.
• Implement department strategies to support pipeline accuracy and the display of key status, actions, cycle time, and capacity.
• Monitor results closely to identify and troubleshoot lead capture or routing obstacles, to keep the ecosystem running smoothly.
• Create and actively audit lead sources in the CRM, ensuring all leads are routed properly and that resources are fully utilized and optimized to ensure peak performance.
• Develop, generate, analyze, and distribute reporting to include real time adjustments and campaign changes to drive peak performance metrics, related to the dialer’s performance and strategy objectives as well as agent statistics, and identify trends to help determine the need for strategy refinement.
• Support the establishment of new campaign set-ups and maintains dialer, daily production, client, and workforce monitoring reports.
• Knowledge of TCPA and various state regulations and its impacts to the Dialer operations, Lead management, and callable hours.
• Manage internal and external service provider outages, support system recovery, and business continuity planning.
• Assist in strategy and planning sessions as required, developing project scope with stakeholders for approved projects.
• Facilitate workflow that enables loan officers to work leads efficiently and recommend new functionality and tools to help maximize performance.
• Evaluate data quality to ensure standards and guidelines are met.
• Participate in corporate projects as requested, to include networking events.

Qualifications

• Equivalent combination of education and experience is considered.
• Bachelor’s degree in business administration is required, or a combination of education and experience that provides the necessary skills and knowledge to satisfactorily perform the essential job functions.
• Minimum of four (4) years of experience in lead management and/or CRM required.
• Minimum of two (2) years of experience in the Velocify/Salesforce ecosystem (Sales and/or Service cloud, Ideas and Knowledge) or equivalent CRM/lead management system is preferred.
• Experience with Agile development processes required.
• Experience with Genesys Cloud and/or Salesforce required.
• Demonstrated analytical and quantitative skills to analyze, interpret, and translate data.
• Demonstrated ability to manage multiple priorities and utilize internal and external resources to achieve goals.
• Excellent verbal and non-verbal communication skills, with an ability to review complex issues and make sound decisions.
• Must be service-oriented and demonstrate collaborative behaviors.
• Committed to standards of the highest professionalism and ethical behavior, with the ability to handle confidential information with discretion.
• Experience using A.I. tools preferred

Supervisory Responsibility

This position will not supervise employees.

Benefits

• The anticipated starting salary range for this role is $60,000.00 - $113,032.00
• This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.
• This position is eligible for an individual performance based annual bonus.

Pay Transparency

This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.

Our Purpose

Helping members achieve their dreams since 1935.

Berkshire Hathaway HomeServices PenFed Realty, LLC

Berkshire Hathaway HomeServices PenFed Realty, LLC is a full-service real estate company ready to assist our clients with buying, selling and renting a home. The company is a wholly owned subsidiary of PenFed Credit Union and is the largest independently-owned brokerage in the Berkshire Hathaway HomeServices network, placing us in the top 1% of all real estate brokerages in the country.

Equal Employment Opportunity

PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.