Carrington Mortgage Services Dialer Operations Analyst in Westfield, Indiana

Overview:

FOUNDED IN 2003, Carrington has evolved from a mortgage credit asset manager into a vertically-integrated financial services company that covers virtually every aspect of the single family residential real estate transaction, including investment in U.S. real estate and mortgage markets, loan origination and servicing, asset management and property preservation, real estate sales and rental, and title and escrow services. Carrington has built the infrastructure necessary to maximize value during any market cycle.

We are currently hiring a Dialer Operations Analyst for our office in Westfield, IN. Consider Carrington Today!

Responsibilities:

Execute, design, manage and analyze all Daily Dialer campaigns and strategies for all business units within the organization. Work in partnership with Dialer Operations Manager to develop and execute business strategies. Make operational recommendations to ensure that optimal performance is reached and sustained. Create and maintain daily system and agent productivity reports. Work with telecom engineers and call center managers to create a high performance calling environment to provide support and feedback for execution. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Develop and implement outbound calling campaigns for Collections, Customer Service, Home Retention, and Loan Mods.

  • Analyze results of calling campaigns and recommends changes as needed.

  • Monitor and analyze inbound queue and agent productivity; make adjustments to agent services when needed.

  • Develop and prepare complex reports for inbound call activity, outbound service dialing, agent productivity, and special reports to assist managers with performance and trending.

  • Present findings from reports/analytics to management and recommend changes.

  • Prepare special reports on loan performance, handling, and delinquency performance goals.

  • Provide support for department managers and acts as liaison for Telecom, Business Intelligence, and Analytics Departments.

  • Act as an escalation point for advanced or difficult dialer system issues; assist other staff in troubleshooting and resolving complex issues.

  • Maintain service settings, agent profiles, and strategy updates for managers.

  • Maintain consistent attendance to ensure fulfillment of essential duties and responsibilities.

  • Perform other duties as assigned.

ESSENTIAL KNOWLEDGE, SKILLS, ABILITIES, AND COMPETENCIES:

  • Knowledge of Microsoft Suite

  • Knowledge of relevant and industry-specific computer software packages preferred

  • Working knowledge of call center technologies and processes including delinquency dialer routines, call routing and call center fundamentals preferred

  • Strong technical and analytical skills

  • Strong verbal and written communication skills

  • Ability to understand complex problems and to collaborate and explore alternative solutions

  • Ability to make decisions that have significant impact on the immediate work unit and monitor impact outside the immediate work unit

  • Ability to organize, forecast and prioritize work schedules of others on long-term basis

  • Ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy

  • Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly and quickly

Qualifications:

EDUCATION, EXPERIENCE AND/OR LICENSES:

  • Bachelor's degree preferred; equivalent combination of education and experience may be substituted in lieu of degree

  • Minimum 2-3 years’ related technical or call center experience, with automated dialer management tools/applications in a large high call volume call center

  • Certification/license in Aspect UIP, M3, Lyrical and eWFM preferred

  • Previous experience in the banking, mortgage servicing and/or collections industry preferred

WHAT DO WE OFFER?

  • Competitive compensation with incentive bonus plans

  • Excellent benefits including Medical, Dental, Vision, 401K, Short Term and Long Term Disability Insurance

  • 15 days of paid vacation in the first year, not including sick time or floating holidays

  • Access to several fitness, restaurant, retail (and more!) discounts through our employee portal;

  • Customized training programs to help you advance in your career.

  • Employee referral bonuses so you’ll get the opportunity to work with friends (and get some extra cash in your pocket!).

  • And a philanthropic workforce that supports causes year-round through the Carrington Charitable Foundation.

EEO/AAP Employer

Job ID 2017-5473

Job Locations US-IN-Westfield

Position Category Customer Service/Support

Company Carrington Mortgage Services, LLC

Position Type Regular