Carrington Mortgage Holdings, LLC

  • Dialer Operations Analyst

    Job Locations US-IN-Westfield
    Job ID
    Position Category
    Carrington Mortgage Services, LLC
    Position Type
  • Overview

    Carrington maintains the necessary infrastructure to ensure stability and maximize value during any market cycle. We are a fully integrated mortgage company supporting our customers by providing a broad range of real estate services encompassing nearly all aspects of single family residential real estate transactions in the United States.


    Our Mortgage Servicing platform has continued to grow by focusing resources on excellent execution of our key competencies, including customer service, delinquency management, default management, loan administration, analytics and investor reporting – all while  preserving home ownership and providing world-class servicing. We’re always building our mortgage business with our customers in mind.


    What We Offer:

     Comprehensive healthcare plans for you and your family.
     Access to several fitness, restaurant, retail (and more!) discounts through our employee portal .
     Customized training programs to help you advance your career .
     Employee referral bonuses so you’ll get the opportunity to work with friends (and get some extra cash in your pocket!).
     Educational Reimbursement.


    Come join our amazing team in Westfiled!


    The Dialer Operations Analyst will be responsibile to 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.


    What you'll do:


    • 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.


    What you'll need:


    • 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
    • Previous experience in the banking, mortgage servicing and/or collections industry preferred
    • Aspect VIA/UIP, Omni, and  eWFM Required

    EEO/AAP Employer


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