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Dialer Administrator – Credit/Collections
This Dialer Administrator will be responsible for managing and administering the Dialer functionality as well as reporting. Duties include but are not limited to preparing ad hoc reports; accumulating accurate and detailed statistics of daily, weekly and monthly production for reporting purposes; and analyzing data and recognizing trends and patterns in order to forecast future statistics.
ESSENTIAL RESPONSIBILITIES
All job responsibilities listed below are essential to the satisfactory performance of this position by all applicants.
- Responsible for day-to-day administration and monitoring of predictive dialer system including design, build and maintenance of campaigns, calling lists, filters, reports and list strategies.
- Actively participates in collections strategy discussions with the collections management team.
- Partnering closely with the lines of business and the rest of the strategy team to meet business objectives and ensure the consistent, accurate execution within policies and FDCPA compliance of procedures, reporting and management of dialer operations.
- Monitors dialer and associate performance and recommends account segmentation strategies in support of collections calling strategies.
- Proactively works with all areas of collections to identify opportunities to apply new segmentation strategies.
- As assigned by Manager will conduct regularly scheduled audits of segmentation strategies to verify that delinquent accounts are worked/managed in line with departmental policies.
- Responsible for development, testing, implementation and production of daily business reporting as required by management.
- Completes monthly Quality Assurance monitoring of the dialer system.
- Leverages the collections data to analyze calling strategies, recommend improvements, and identify defects and/or areas for concern.
- Other duties as required.
JOB REQUIREMENTS
Possess excellent verbal and written communication skills and the ability to interact professionally with a diverse group including executives, managers, supervisors, subject matter experts, and application users. Communicate and collaborate with developers and subject matter experts to establish the technical and functional vision for Collections Department systems and processes. Analyze interchanges between usability and performance needs. Document Collections Department Standard Operating Procedures (SOP) and work flows; engage Collections Department users to test SOP’s and work flows. Strong analytical skills required, including an extensive understanding of how to interpret department business needs and translate them into application and operational requirements.
QUALIFICATIONS
Education: Bachelor's Degree: Business Management, Information Systems, or Systems Analysis majors preferred.
Experience: Minimum 2 years previous experience in collections, credit, finance, healthcare receivables, or related field. Experience with automated dialer and collections systems. Experience creating management reports, financial performance metrics, and objective setting. Project management experience and problem solving skills.
Skills: Microsoft Word, Excel, Access, Collections Systems: Latitude Software and Dial Connection Dialer. Ability to handle multiple priorities and projects simultaneously while in a fast paced, call center environment. Knowledge of debt collections laws (FDCPA, HIPAA) and collections metrics (Accounts Per Employee, Performance and Productivity).