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NOBLE ENGINEER

Company: Bayview Asset Management
Location: Tucson
Posted on: November 22, 2021

Job Description:

Overview

POSITION SUMMARY:
The Noble Engineer will report into the VP, Workforce Management/Call Center Technology inclusive of Workforce Management and Technology Management supporting Customer Relations, Asset Management, and Customer Advocate team. The Business Operations Support group is looking for an expert in Dialer & ACD Administration who will be responsible for developing strategy to effectively and efficiently manage the full spectrum of inbound/outbound systems in order to increase collection rates, minimize losses on accounts, to include, but not limited to, analyzing and recommending the optimal dialer solution, programming for various dialer campaigns and process improvements with compliance to TCPA, FDPCA, etc. This role will also be responsible for the IVR design both inbound and outbound. This role will design effective inbound and inbound/blend strategies to optimize all aspects of telephony performance, again, responsible for designing and building business requirements for Telecom and IT to implement. As stated above, this role will be responsible for interfacing with all IT and Telcom groups to optimize all technology systems used within operations. This individual must be current on platforms such as ACD, Dialer, CRM, IVR, Natural Language, and digital strategies within an Omni-channel contact center. This role will ensure a total optimization of technology, reporting, analytics, and is a bridge between operations and IT/Telecom groups to achieve the desired results.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
--- Noble Dialer/ACD/PBX:
o Design and work to have implemented campaigns, calling lists, filters, reports and lists of strategies via real-time monitoring and reporting of system performance to drive performance and compliance.
o Strategize, execute and manage dialer strategies to ensure campaign penetrations effectively meet established business goals and customer satisfaction for manual, preview, progressive, and predict modes; while ensuring all campaigns are compliant with all Federal, State, and Business Policies such as TCPA, FDPCA, etc.
o Design all call routing rules to be implemented by the Telecom team that fully leverages and optimizes a blended environment to achieve servicing standards.
o Analyze performance metrics to meet and exceed best practice standards in service levels, occupancy, call routing, penetration rate, ACW, contacts, RPC's and overall metrics to ensure KPI's are met.
--- IVR:
o Design all aspects of the IVR to improve Self-Service via contain rates using Natural Language structures to simplify the IVR.
o Coordinate the IVR to be a part of an Omni-Channel platform where contextual information for all other self-service channels (web, eMail, SMS/TXT, etc.) and agent-assisted channels are captured and leverage in a comprehensive Omni-channel experience.
--- Overall:
O Develop and coordinate all updates, upgrades, etc. for Noble with IT/Telecom Groups.

SKILLS/KNOWLEDGE/ABILITIES:
Required:
--- Associates degree in a related field or equivalent experience
--- 5+ years of experience within a Collections Environment
--- Extensive knowledge of Call Center Technologies and processes for Dialer, ACD/PBX, IVR, Natural Language, WFM, Omni-Channel (eMail, TXT/SMS, Co-Browse, and Chat)
--- Advanced Reporting development and analytics with SQL and other related reporting tools
--- Comprehensive knowledge and competency in developing compliance solutions for inbound and outbound contact strategies.
--- Mortgage Servicing Experience Highly Preferred
--- Understanding of IVR operation and functions
--- Experience with Workforce Management Tools (Shifttrack)
--- Advanced in Excel (advanced functions, Vlookups, Pivot Tables, Macros)

PHYSICAL DEMANDS AND WORK ENVIRONMENT:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and use hands to handle, touch or feel objects, tools, or controls. The employee frequently is required to talk and hear. The noise level in the work environment is usually moderate. The employee is occasionally required to stand; walk; reach with hands and arms. The employee is rarely required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus. EEOC: Bayview is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.

Responsibilities

Qualifications

Keywords: Bayview Asset Management, Tucson , NOBLE ENGINEER, Engineering , Tucson, Arizona

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