Operations Analyst
Cortex
Date: 10 hours ago
City: Irving, TX
Contract type: Full time
Job Details
Description
Duties and Responsibilities:
Description
Duties and Responsibilities:
- Work closely with the loan operations leadership team in performing high-level operations analysis.
- Develop performance reporting strategies based on improving customer experience and profitability.
- Track patterns and outliers in customer contact traffic to look for ways to improve our services and products to reduce contacts.
- Build repeatable or ad hoc queries and reports and work with Enterprise Information Management to automate reports for other users to run across the Enterprise population of report users.
- Review, maintain, and create strategies for email and chat channels.
- Create a collections/risk database and query tool to efficiently provide robust information to drive decisioning and strategies at various timeframe intervals.
- Use statistical and query tools such as SAS or SQL, develop analyses, strategy, and performance reporting for collections and risk management.
- Develop and leverage collections/risk management reporting to monitor current and emerging risk exposure and to analyze collections and strategy performance.
- Present findings and make recommendations to the collections and risk management team.
- Build collection strategies and utilize champion-challenger testing to determine the most optimal and cost -effective risk management strategies.
- Review loan projections and delinquency volumes to forecast staff needed for collection vendor sites for both internal and contracted for clients.
- Responsible for monthly debt sale process from start to finish.
- Bachelor’s degree in business, computer science, mathematics preferred, or equivalent work – related experience in a fast- paced call center environment.
- Minimum of 1-year previous experience in a Dialer Analyst role in a blended collection call center required.
- Minimum of 1-year previous experience in a Collections environment required.
- 2 years of previous experience in an inbound/outbound call center environment is preferred.
- Previous financial industry experience is a plus.
- Proficiency in Microsoft Office Suite, with expert level in Excel. Demonstrated ability to manipulate data within complex models and databases.
- Strong SQL programming skills preferred.
- Ability to work independently and take initiative, while multi-tasking.
- Must have strong problem-solving and organization skills with strong attention to detail and the ability to manage multiple projects.
- Excellent written and verbal communication skills.
- Team player who will work efficiently and effectively in a fast-paced environment
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resume