Carrington Mortgage Holdings, LLC

  • Customer Contact Reporting Analyst Sr.

    Job Locations US-IN-Westfield
    Job ID
    2019-8663
    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 Sr. Customer Contact Reporting Analyst for our office in Westfield, IN!

    Responsibilities

    Responsible for analyzing, reporting, and developing recommendations on department data using MS SQL (Query writing, SSIS, SSRA) MS Excel and Access. Use multiple sources of data, analyzes trends, reconciles data and identifies areas of improvement. Focus on the use of information and analytics to improve business processes. Responsible for the extraction and analysis of operations information regarding the contact center. May perform research and analysis of customer trending patters to identify staffing utilization and efficiencies. Responsible for daily, monthly, quarterly and annual reporting requirements. Will assist in the design and implementation of systems and programming used for reporting. 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:

    • Design, build, and implement new reporting.
    • Recommend the establishment of new or modified reporting methods and procedures to improve report content and accuracy of information.
    • Understand how new system changes affect the contact center metrics.
    • Develop programs and queries to retrieve, analyze and forecast data for project, and programing requirements.
    • Extract existing data to manipulate/calculate/format into presentable reports, charts and graphs.
    • Obtain, document and analyze reporting needs and requirements.
    • Perform analysis and reporting on service and operational performance improvement efforts.
    • Advanced knowledge of MS SQL MS Applications including Excel and Access. Power BI is a plus
    • Advanced knowledge and understanding of Microsoft BI Applications including SQL Server Management Studio and Report Builder or equivalent applications.
    • Working knowledge of call center technologies and processes including delinquency dialer routines, call routing and contact center fundamentals preferred
    • Proficient in Microsoft Excel, Word, and PowerPoint
    • Strong verbal and written communication skills
    • Knowledge of relevant and industry-specific computer software packages preferred
    • Ability to understand complex problems and to collaborate and explore alternative solutions
    • Ability to make decisions that have significant impact on the immediate work unit and monitor impact outside the immediate work unit
    • Ability to organize, forecast and prioritize work schedules of others on long-term basis
    • Ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy
    • Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly and quickly

    Qualifications

    EDUCATION, EXPERIENCE AND/OR LICENSES:

     

    • Bachelor’s Degree or equivalent job experience in business intelligence, reports development, data analysis, data integration or information management.
    • Three (3) plus years’ related technical or contact center experience, with automated dialer management tools/applications in a large high call volume call center
    • Certification/license in Aspect UIP, M3/IVR, Lyrical and eWFM preferred
    • Previous experience in the banking, mortgage servicing and/or collections industry preferred

     

    Typical technical experience at this level:

    • Six (6) plus years’ experience with SQL server database management systems.
    • Six (6) plus years’ experience with Microsoft BI applications (SSRS).

    EEO/AAP Employer

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