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Dialer Analyst I - Austin, TX #5210398

Company: Navient

Date: 07/14/2018

Category: Biotechnology / Pharmaceuticals

City: Austin, TX

Founded in 1991, Gila LLC offers business process outsourcing focusing on revenue enhancement services. We serve state governments, transportation authorities, municipal government entities and other public entities, using a technology platform that delivers exceptional customer service. We empower talented employees with advanced technology, data management tools and leading edge business practices to exceed the expectations of our clients.

Gila LLC is a wholly owned subsidiary of Navient Corporation, a Fortune 500 company publicly traded on the NASDAQ (NASDAQ:NAVI).

Navient provides asset management and business processing solutions to education, healthcare and government clients at the federal, state, and local levels. We help our clients and millions of Americans achieve financial success through our services and support. Headquartered in Wilmington, Delaware, Navient employs team members in Western New York, Northeastern Pennsylvania, Indiana, Tennessee, Texas, Virginia, and other locations. Learn more at

The Dialer Analyst will work closely with the Dialer Analyst II and Sr Dialer Analyst to monitor campaign and system performance to support all collections and servicing groups under Navient. Additional responsibilities include maintaining day to day dialer strategy, report dialer related issues to management, monitor service desk, assist with monthly audits, monitor the Dialer Ops email inbox while providing real time feedback to operations, and providing additional hours of coverage to support various business units. This position will interface with operations to deploy and execute strategic scheduling.

Duties include

  1. Operational Support

  • Confirm business is ready for start of production and engage appropriate support if needed.

  • Monitoring of inbound/outbound activity, utilizing dialer software and other monitoring tools and reports.

  • Making real time adjustments to optimize campaign and strategy effectiveness.

  • Monitoring the Dialer Ops Service Desk queues to research and resolve, along with facilitate any change request within the predefined operational service level agreement.

  • Assist in implementing dialer strategies including, but not limited to list building, campaign creation, and maintain hours of operations for each business unit.

  • Follow all established policies and procedures including data security, compliance and legal directives.

  • Daily auditing of 800 # and public facing communication channels are functioning appropriately

  • Responsible for monitoring and responding to the Dialer Ops email box. Responsible for escalating issues to the appropriate Sr. Dialer Analyst, Dialer Manager, or various support groups.

  1. Analyses and Reporting

  • Utilize customized reports in support of Operations or Dialer Operations

  • Communicate issues with custom reports to custom report admins.

  • Maintain distribution lists for each operations groups receiving custom reports.

  • Monitor inventory and list/filter counts for all collection groups.

  • Provide Call History reports and supporting documentation for all Ombudsman, Legal, and OCA request.

  1. Training and Development

  • Assist end users with basic troubleshooting procedures and communicate best practices in utilizing supported software.

  • Assist/Train collection floor management on operation of technology resources that impact them and their staff. Solicit feedback and inform them of changes to processes.

  • Assist Training department with demonstrations and requested materials.

  • Responsible for updating and maintaining the dialer team knowledgeshare within SharePoint.

  1. Project Work

  • Assist in weekend and off hours when necessary.

  • Any assigned tasks given to them by the Dialer Manager or Dialer Director.

  1. UAT

  • Assist in dialer ops UAT for all upgrades and future dialer conversions.

  • Assist in tracking and communicating results.

This position will support a federal government contract. Applicants must be able to obtain Public Trust security clearance as required of federal government contractors to include a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions. For this level of clearance, applicants must possess U.S. citizenship

  • A high school diploma or equivalent

  • 9 months of call center experience

  • Working knowledge of Collections operations, processes, procedures and systems and/or previous experience with an auto-dialing system

  • Basic knowledge of applicable federal, state and local regulations governing Collections.

  • Proficient in Microsoft Office Suite with emphasis on Excel, Access

  • T-SQL experience

  • Microsoft Active Directory Knowledge

  • Predictive Dialer Operation Knowledge

  • Ability to work with every level of the organization

  • Ability to effectively handle multiple projects and responsibility simultaneously

  • Excellent analytical skills with the ability to identify issues and appropriately elevate to management

  • Effective written and verbal communication skills

  • Ability to meet aggressive daily, weekly, and monthly production and quality goals

  • Strong organizational skills and the ability to meet tight deadlines

  • Ability to assimilate large amounts of data and articulate logical patterns, trends and results

All offers of employment are contingent on standard background checks. Navient and certain of its affiliated companies are federal, state and/or local government contractors. Should this position support a federal government contract, now or in the future, the successful candidate will be subject to a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions. Positions that support state and/or local contracts also may require additional background checks to determine eligibility and suitability.

EOE Minority/Female/Disability/Protected Vet/Sexual Orientation/Gender Identity.

Navient Corporation and its subsidiaries are not sponsored by or agencies of the United States of America.

Navient is a drug free workplace.

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