Carrington Mortgage Holdings, LLC

  • Administrator, Dialer

    Job Locations US-CA-Aliso Viejo
    Job ID
    2018-6948
    Position Category
    Information Technology
    Company
    Carrington Mortgage Holdings, LLC
    Position Type
    Regular
  • Overview

    The NEXT LEVEL STARTS HERE AT CARRINGTON CONNECTS!

     

     

    At Carrington Connects, it is our mission to ensure a wonderful experience for all customers and to achieve Carrington’s mission of delivering real estate to home buyers across the United States. The Dialer Administrator will work behind the scenes to drive the success of Carrington Connects as a whole, and we have a great time doing it. Ping Pong anyone?

    Responsibilities

     What You Will Do

     

    Design, execute, manage and analyze Daily Dialer campaigns and strategies for Carrington Connects. Functions as the subject matter expert for the Connects Telephony System and CRM Integration; evaluates and recommends business process improvements. Work in partnership with Connects Operations and Strategic Initiatives leadership to develop and execute business strategies. Make operational recommendations to ensure that optimal performance is reached and sustained. Analyze call campaign results to determine effectiveness of the strategy and identify which campaigns have the highest success rates. Manage and maintain skills assignments for loan officers, home specialists, and loan processors to route calls properly.

     

    • Develop and implement outbound calling campaigns for Carrington Connects
    • Assist the business with defining opportunities for streamlining workflow and improving operational performance of the CRM and Dialer System; identify opportunities to standardize and automate workflow; define project scope and business requirements; assist with project prioritization; communicate status of CRM and Dialer System projects to all levels of Connects management.
    • Prepare and present recommendations to business management to streamline and automate workflow.
    • Identify opportunities and make recommendations to the business for maximizing system features, and functionality
    • Analyze results of calling campaigns to identify which campaigns have the highest success rates; recommend changes as needed
    • Monitor and analyze inbound queue and agent productivity; make adjustments to agent services when needed
    • Assists in the development of technology solutions to automate workflow and improve productivity
    • Develop and prepare reports for inbound call activity, outbound service dialing, agent productivity, and special reports to determine effectiveness of CRM strategy and trending
    • Present findings from reports/analytics to management and recommend changes
    • Act as an escalation point for advanced or difficult dialer system issues; assist other staff in troubleshooting and resolving complex issues
    • Establish and maintain relationship with the current telephony vendor to escalate advanced issues and maintain service level agreements

    Qualifications

    What You Will Need

    • Strong technical and analytics skills including use of Business Intelligence tools, dashboard design tools, and advanced Excel skills
    • Knowledge of Telephony systems, preferably Five9
    • Knowledge of CRM systems, preferably Salesforce
    • Strong analytical skills and ability to synthesize complex or diverse information

     

    What do we offer? 

    • FUN!-  Food trucks,  lunches on the co., team events!
    • 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.

     

    Visit us at www.carringtonconnects.com

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