Senior Dialer Administrator

Posted On10/21/2016Senior Dialer AdministratorLake Jackson, LAKE JACKSON, TX, USSugar Land Service Center, Sugar Land, TX, USSalary Range :Worker Category :Regular Full-TimeJob ClassWe re nota manufacturing company with widgets being built in the back. Our product isour people. We re a service organization. Our culture is driven by ouremployees; they are the essence of our brand.-Steph Sherrodd, Presidentand Chief Executive Officer of TDECUPOSITION TITLE:Senior DialerAdministrator (933)LOCATION:Sugar LandREPORTS TO:Vice President, Loan ResolutionsWHATIT MEANS TO BE A TDECU Senior Dialer AdministratorSenior Dialer Administrator live their TDECU-alignedvalues everyday. By managing the improving the effectiveness of our dialer andcall campaigns through trend identification. The Sr. Dialer Administrator willdevelop, schedule, and maintain a dialer calendar to ensure that performanceneeds align technology usage with the business strategy plan. They willcoordinate dialer work and provide reports to the executive management team fortracking dialer utilization.WHYTHIS ROLE EXISTSDemandsof aTDECU Senior Dialer AdministratorWORKFORCE PLANNINGIdentifies workflowissues and provides insight to the Management team. Ensures schedule adherenceto ensure appropriate talent is available and effectively managing call volumeper organizational goals.REDUCES COMPLEXITY-Makes the complex simple byhelping the team understand complex contact center metrics sharinginformation in a way thatresonates with them.KNOWLEDGESAGE- Has a quest for proficiency in technology solutions. Continually learning about new solutions,systems and regulations regarding the financial industry.THIS ISTDECUOur PurposeTDECUexists to improve lives: improve our Members lives, improve our employees lives and improve lives in the communities we serve. As a credit union, we area non-profit cooperative, our services are designed solely to benefit andreward our Members.This is our personalityOur companyis humble, positive and responsible. Our people are the best at what they do.They are smart, caring, love to laugh just as much as we love to win and are very protective of what TDECU stands for. Teamsare friendly with members and friendly with each other. Management does nothold itself above its employees and is accessible and transparent. We are onthe path to becoming a top national brand and workplace while holding ontoour sacred Texas roots of independence and championing our Members.This is our pathTDECU is a progressive company that has experiencedtremendous growth and is an award winning place to work. We have a tremendousopportunity to contribute to life s greatest calling, improving the lives ofothers and the communities we serve. We are a stable, well-managed company thatis going to continue to grow both organically, by providing legendary servicewith an omnichannel focus on providing a seamless member experience that meetsthe member where they are in life and by merging with the right value alignedpartners. We believe we are capable oftaking on any competitor but are not focused on what the competition does. Weare focused on doing what we do best.THIS IS WHO WE WANTHere s the short form: We want someone greatat what they do smart, skilled, experienced and passionate. You ll need tohave a passion for helping people with the ability to focus in and manage afast paced environment. You will be responsible for the external presentationof our brand, so you ll need to communicate our company s intention andpersonality. Because you ll be part of a team of our people, you ll need to bethe kind of person who is skilled at supporting and mentoring of others. Mostof all we want someone whose values are aligned to our culture and who ispassionate about service and improving lives.We are constantly interested in upgradingour solutions so you ll need a passion for learning. You ll be responsible fordeveloping and delivering the brand promise.THIS IS THE CAREER OPPORTUNITYYour ResponsibilitiesStrategize, execute and manage dialer strategy for all TDECU call centers to ensure campaigns are penetrated efficiently and effectively to meet established business goals and scorecard parameters.Ensure all campaigns are within company policies, client guidelines and federal and state regulations. Ensure FDCPA, TCPA, Company, Federal and State compliance requirements.Implement a comprehensive dialing strategy based on analytics which encompasses manual, preview and predictive dialing campaigns in combination with appropriate messaging.Develop, analyze and distribute campaign and agent statistics to identify trends to recommend the need for strategy changes and/or training.Responsible for day-to-day administration and monitoring of predictive dialer system including design, build and maintenance of campaigns, calling lists, filters, reports and list strategiesManage dialer performance metrics to world class standards including service levels, occupancy and call routing to ensure KPI's are surpassedResponsible for development, testing, implementation and production of daily business reportingAlert operations to any projected shortfalls or production problems.Host Daily Contact Management Production Meetings with Loan Resolutions management team to review previous day s results, intra-day strategy and upcoming day s strategy.Completes regular Quality Assurance monitoring of the dialer systems and processesDevelop and maintain detailed written procedures for dialer work and processes.Functions as primary point of contact to our dialer strategies, advocate for team strategic insight, results and makes recommendation for process/system changesIdentifying and implementing process improvementsEffective communication verbal and written skills, excellent time management and organizational skills, attention to detail and problem solving skills and demonstrated analytical competenciesEngage dialer vendor directly and assist in the resolution of open tickets as assigned.Monitor dialer related downtime expense, continually search for new strategies to control downtime, and alert management when circumstances alter downtime expense amount.Escalate technical and/or operational issues to upper management in a timely manner to minimize dialer downtime.Troubleshoot and resolve dialer issues as needed.Implements processes as required by the BankSecrecy Act and TDECU policies and procedures being knowledgeable of signs ofunusual financial activities, and reporting signs of unusual activity.Maintains Credit Union compliance with all existing laws and regulations. Knowledgeable of a variety of compliancereporting requirements for Credit Union, Financial, and Third Party audits.Completes all mandatory compliance testing within designated time frame andother compliance assignments including Office of Foreign Assets Control (OFAC),Unusual Activity Reports (UAR), and Security processes. Implements processes asrequired by the Bank Secrecy Act and TDECU policies and procedures, beingknowledgeable of signs of unusual financial activities, and reporting signs ofunusual activity.Actively participates in community relationship activitiesand groups to represent the Credit Union. Takes initiative to connect with individuals andorganizations outside of the credit union.Performs other duties as assigned.Essential Education and ExperienceEducation:Bachelors degree or equivalent mix of education and collections experienceis required.Experience:Two to three years of previouscollections/ loan resolutions experience is highly preferred. Mastery of Loan Resolutions Counselor 2 requirementsand job duties is required. Prefer one to three years of experienceadministering a predictive dialer, IVR, or Phone System. LiveVox Dialer experiencepreferred.Essential Knowledge, Skills and AbilitiesPrefer one to three years of analysis (statistical, business, data, operational, or financial) experience.Knowledgeable with importing data for use in report software, spreadsheets, graphs, and flow charts.Familiar with Collection industry regulations and compliance,Knowledge and experience with report writing tools, particularly SQL Server.Ability to understand and interpret statistical and business modeling.Proven written, oral and collaboration skillsProgramming experience and/or knowledge of visual basic scripts and file formats preferred.Working knowledge of collections systems and automated dialers including hardware and software.Proficient personal computer skills including Microsoft Office.Ability to handle multiple projects and communicate results.Ability to work independently, take initiative, and respond to rapidly changing priorities in a multi-tasked environment.Excellent interpersonal, written, and oral communication skills.Ability to work in a team fostered environment.Ability to prioritize and organize work.Ability to adapt to a flexible schedule.Physical Demands and WorkEnvironment:(The physical demands andwork environment characteristics described herein are representative of thosethat must be met by an employee to successfully perform essential functions ofthis position and/or may be encountered while performing essential functions.Reasonable accommodations may be made to enable individuals with disabilitiesto perform the essential functions.)While performing the essential duties of this position, anemployee would frequently be required to stand, walk, and sit. An employee mustfrequently lift and/or move up to 10 pounds and may occasionally lift and/ormove up to 25 pounds to perform essential position functions.Specific vision abilities required by this positioninclude close vision, distance vision, and the ability to adjust focus. Thenoise level in the work environment is usually moderate.This position may require travel up to 10% of the timebased on business needs.Attendance Requirements:Regular attendance is an essential function of thisposition. This means that the employee is required to report to work on timeand must remain available to clients during scheduled hours.This position requires face-to-face interaction in personor by telephone and e-mail with members, clients, and vendors.Texas DowEmployees Credit Union is an equal opportunity employer, dedicated to a policyof non-discrimination in employment on any basis including race, color, age,protected veteran status, sex, religion, disability, genetic information,national origin or other status protected by federal, state or local law.Consistent with the American Disabilities Act, applicants may requestaccommodations needed to participate in the application process.Requisition ID2142EXTERNAL POSTING FOR