University Federal Credit Union

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Auto Dialer Specialist

at University Federal Credit Union

Posted: 8/2/2019
Job Status: Full Time
Job Reference #: db99aa0d-c1de-418a-b31a-62f265733a59
Categories: Other/General
Keywords: operator, company

Job Description

JOB SUMMARY

The Auto Dialer Specialist (ADS) has principal operations responsibility for configuring, creating and running dialing campaigns consistent with collections strategy and performance objectives. In this role, the ADS ensures data is extracted from the collections system, loaded into the auto dialer, and that staff resources are available to take calls from the dialing campaigns. The ADS is responsible for ensuring the Member Experience is indistinguishable from manual dialing; that abandon rates are maintained within target performance parameters; and that collection staff utilization rates are maintained within target performance parameters. The ADS is responsible for ensuring campaigns run as effectively as possible, including the scheduling and operation of campaigns, assignment of staff to campaigns and reporting on compliance by staff with campaign assignments.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Relative Weight
(in %; all functions’ total should = 100%) 

 

Essential Function Description

 

75%

  • Configure and operate campaigns balancing Credit Union commitments to excellence in Member Experience and Employee Engagement; and achievement of delinquency and loss expectations.
  • Manage staff resources to achieve service level targets on inbound and outbound campaigns.
  • Identify, submit, and follow up on service tickets with dialer vendor as necessary.
  • Ensure service levels are maintained by dialer vendor.
  • Work with vendor to ensure UFCU remains on current product release, conducts timely maintenance and implements patches as required.
  • Develop, implement, and maintain required data file imports and exports.
  • Develop, implement and evolve User Interface as necessary to drive improved delinquency performance and improved collector productivity.
  • In cooperation with Lifecycle Management Suite (LMS, Akcelerant) Specialist, dialer and LMS vendors develop, implement and, as necessary, evolve integration of Auto Dialer with LMS.
  • Add/Delete/Maintain Auto Dialer Users.
  • Manage agent compliance with campaign assignments to drive collector productivity.
  • In conjunction with department management, develop, record, and implement department auto dialer strategies.

25%

 

  • Develop and implement system and process controls to ensure compliance with all applicable federal, state, and local laws and regulations.
  • Maintain Do Not Call list.
  • Extract data from Auto Dialer platform as required enabling thorough, robust performance reporting of Auto Dialer operations.
  • Develop and produce Auto Dialer Operations Dashboard.
  • Attend meetings and presentations as necessary to learn best practices used by similarly placed users of the Auto Dialer platform.
  • Adopt effective and efficient practices in the use of Auto Dialer platform.

N/A

  • Performs other duties as assigned.
  • Adhere to all company policies, procedures and business ethics codes.
  • Maintain strict adherence and compliance to all laws, rules, regulations, policies, procedures and internal controls specific to this role.

 

QUALIFICATIONS

Education

  • High School graduate or GED required.  College graduate strongly preferred.

Experience

  • Minimum two (2) years of experience as a collector in a blended inbound/outbound auto dialer operations environment required.

Specialized Knowledge, Licenses, Certifications, etc.

  • At least one (1) year experience as an Auto Dialer operator is strongly preferred.
  • Basic knowledge of relational databases and data structures is required.
  • At least 1 year experience working with SQL databases, including writing queries is preferred.
  • At least 1 year experience as responsible party for a vendor relationship is required.
  • Minimum two (2) years of experience with personal computer and related word processing/spreadsheet software (MS Office Suite) required.
  • Experience successfully utilizing various computer programs including MS Office Suite and Collection software
  • Excellent telephone and communication skills required.
  • Bilingual in Spanish is desired.

 

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee in order to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear.
  • Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.
  • The employee is frequently required to stand and walk.
  • Employee will make extensive use of the telephone requiring the ability to effectively and accurately explain complex information.

 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • This position may involve periodic stressful conditions.
  • May occasionally require an adjusted work schedule, overtime, and evening/weekend hours.
  • Public contact position, requiring appropriate professional appearance.
  • Frequent computer use at a workstation up to two hours at a time.
  • The noise level in the work environment is usually loud.

 

CRITICAL JOB COMPETENCIES

UFCU Core Competencies. In addition to fulfilling the position’s Essential Duties and Responsibilities, an individual must demonstrate UFCU’s Core Competencies:

  • Leading & Developing Self
  • Leading & Developing Others
  • Organizational Impact

 

Nothing in this job description restricts management from changing any or all parts of the job description at any time.

 

INDUFCU