Carrington Mortgage Holdings, LLC

  • Dialer Operations Analyst

    Job Locations US-IN-Westfield
    Job ID
    2018-7402
    Position Category
    Servicing
    Company
    Carrington Mortgage Services, LLC
    Position Type
    Regular
  • Overview

    FOUNDED IN 2003, Carrington has evolved from a mortgage credit asset manager into a vertically-integrated real estate and mortgage company with four business divisions: Asset Management, Mortgage Servicing and Origination, Property Logistics and Management and Real Estate Services. TOGETHER, the Carrington Family of Companies has the ability to direct a range of activities across the life cycle of single family residential assets. TODAY, Carrington seeks to deliver to investors and consumers a comprehensive set of products and investment opportunities in the single-family residential markets with the ability to execute immediately.

     

    As a result of our continuing growth and success, Carrington Mortgage Services is seeking a Dialer Operations Analyst for our office in Westfield, IN office!

    Responsibilities

    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.

     

    ESSENTIAL DUTIES AND RESPONSIBILITIES:

     

    • 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.

    Qualifications

    EDUCATION, EXPERIENCE AND/OR LICENSES:

     

    • 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
    • Certification/license in Aspect UIP, M3, Lyrical and eWFM preferred
    • Previous experience in the banking, mortgage servicing and/or collections industry preferred

    EEO/AAP Employer

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