Dialer Administrator

Company: Flagstar Bank
Location: Troy
Posted on: May 6, 2021

Job Description:

The Dialer Analyst, is responsible for the oversight and regular maintenance of Flagstar's Default Call Centers. A single solution is utilized across all Default business lines for inbound and outbound calls. Responsibilities include: --- day-to-day production, review and distribution of the Default Consumer Contact reporting including information from the system of record (MSP) and Dialer/IVR (Noble Systems), --- analysis of Agent productivity across all Call Center business units - including production of reporting used for incentive purposes, --- maintenance of programming for list builds (PostregSQL), minor screen enhancements (Visual Basic equivalent), and call routing updates housed in a front-end application, --- collection of requirements for large enhancements of IVR or Agent-facing screens and coordination with IT for the completion of these projects, --- analyzing outbound call campaign success to provide suggested changes based on historical data or delinquency forecasting, and --- monitoring reporting and performing system maintenance to ensure MSP is properly updated to ensure no notice, late charges, and other systematic stops/flags are updated accurately at all times. This primary goal of this role is to ensure the data derived from the Default Call Centers are used to optimize performance, ensure compliance, and provide the best borrower experience. In the event of performance misses, the Dialer Analyst will work with National Managers to adjust the logic pulling loans into lists, modify campaign strategy deployed, and/or update the agent interface.* Monitoring performance to achieve business service levels (abandonment rate, average speed of answer, KPI's and KRI's), Investor/Insurer/Regulatory call requirements, and individual performance metrics. Proactively communicate opportunities with Collections Campaign Manager and quickly address systemic issues resulting in misses.* Managing MSP Scripts and Transactions (6+) to maintain data integrity within MSP for daily processes. Identifying and resolving errors through investigative techniques.* Maintaining inbound routing, user profiles, agent interface, and list builds as needed to maximize system and agent productivity and compliance.* Collaborating with default servicing teams, and other internal teams, to assist in the continued development of a best in class default servicing operation.* Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.Job Requirements:* Reliable Home High Speed Internet required* HS Diploma, GED or Foreign Equivalent required* Bachelor's Degree Preferred (Business, Computer Science, Mathematics)* Required: 5+ years of specialized experience with servicing systems, including MSP/BKFS LoanSphere all within Mortgage Servicing* Required: 5+ years of specialized experience with dialing platforms, Noble Systems preferred* Proven proficiency in risk, compliance and regulatory & investor requirements* Required: Significant experience in leveraging and manipulating servicing systems (BKFS LoanSphere, MSP, and other Black Knight systems) and/or dialer systems (Noble Systems preferred)* Proven ability to perform critical operational analysis.* Strong problem solving & strategic thinking skills with the ability to identify problems and recommend solutions* Exceptional written and oral communication including facilitation & summarization skills to drive action and results* Must be highly organized and have a strong attention to detail including the ability to create and maintain documentation* Ability to work with, lead and consult with all levels in the organization up to and including executives* Have an innate ability to understand very complex processes and systems, immediately and intuitively understanding how they work and how they can be improved* Adjusts positively to quickly-changing priorities and shifting goals* Strong ability to work with a sense of urgency in a fast pace environment* Strong Excel and other database management skills.* TRAVEL REQUIREMENTS: Up to 15% on an as needed basis.Internal Use Only: Job Band G

Keywords: Flagstar Bank, Troy , Dialer Administrator, Other , Troy, Michigan