Build dialer tables, create campaign filters, manage message strategy and establish call back requirements for the collections area

Monitor dialer campaigns throughout the day, while also monitoring agent performance in the dialer

Develop reports and analysis for business needs and changes by gathering, compiling and reviewing information and data, and evaluating and developing systems and procedures

Coordinate the development of reports, queries, and screens to meet information needs for collections

Work as a team member with other technical staff; such as, IT and Telecom to ensure connectivity and compatibility between systems

Formulate recommendations and options to enhance call strategies based upon analysis of data and trends

OTHER POSITION RESPONSIBILITIES AND DUTIES:

Knowledge of Lending and Collection Regulations, effective communication skills, both written and oral, excellent interpersonal relation skills, excellent analytical and reasoning skills and excellent PC skills.

EDUCATION AND EXPERIENCE: Associate’s Degree or equivalent experience. 2 years experience working with an auto dialer, preferably Avaya and Aspect. 3 years experience in collections or call center environment.

OTHER SKILLS AND ABILITIES: Strong knowledge of the FDCPA guidelines.

COMPUTER SKILLS: Technical experience with inbound call switch, IVR, and workforce management tools, preferably Verint.