Delinquency Strategy Administrator / Dialing Manager

Description

The purpose of the Client Relations Dialer Manager is to develop, maintain, and implement dialer campaigns while ensuring compliance, due diligence, and performance metrics are achieved. The Dialer Manager will document and report dialer activity, analyze dialer output and identify potential issues. All dialer activity will be monitored and adjusted based on business needs. Dialer Managers will oversee the dialer system and adjust settings, campaigns, and staffing levels in order to achieve daily, weekly, and monthly goals and/or initiatives. This employee will use subject matter knowledge to look for new opportunities to perform job duties whether it is by automation or by implementing a different method in work completion. This employee will work closely with the Client Relations Leadership team, Workforce Management, E-business, Fiserv, FSA, and Compliance.

Requirements

* Maintain a positive work atmosphere by behaving and communicating in a manner so that you get along with customers, co-workers, and management.

* All employees are expected to represent the company and its interests in a positive, professional manner inside and outside of the corporate environment.

* Oversee the dialer system's operation and maintenance, including managing dialer settings, data imports and exports and ensure dialing optimization and efficiency.

* Evaluates processes and identifies efficiencies whether it involves automation or a better method of execution.

* Develops process flows and procedures, creates and maintains dialer related reporting, and demonstrates effective communication with multiple departments and levels of management.

* Analyze requirements and develop strategies to optimize dialer operations while ensuring compliance with regulations. Focus on efficiently managing customer interactions, including but not limited to contact rate, handle time, and best time to contact, while remaining up to date on federal guidelines and internal policies. Common Manual and Edfinancial rules and regulations.

* Review and respond to requests from clients and departments outside of Client Relations.

* Remain up to date on CLASS/CARES enhancements and changes to determine best practices.

* Perform miscellaneous data entry projects as assigned by leadership to assist Edfinancial with achieving its objectives.

* Adhere to the Edfinancial Employee Handbook.

* Attend meetings and provide business/department updates.

* Type data into required systems with both speed and accuracy.

* Be proactive and discuss with management strategies to improve job performance.

* Read the training materials and utilize resources provided by department and company.

* Maintain confidentiality.

* Other duties as assigned by management.

#ZR