Production Flow Senior Specialist 1 - Auto Finance - Phoenix, AZ

Job description

The Production Flow Specialist I is primarily responsible for managing the CCB Collections autodialer on a daily basis to include the seamless execution of existing strategies. This is a non-customer contact position.

Additionally, this individual will be responsible for analyzing key performance data in an effort to enhance processes and related metrics aligned to the collections autodial outbound and inbound functions as they relate to business objectives and goals.

The individual in this role has direct responsibility for the execution of call center technologies and initiatives such as autodialer and call telephony (Genesys) technologies.

Additionally, this individual is responsible for identifying opportunities where data in emerging technologies can be expected to enhance performance within the bank's Collections Call Centers.

This individual will work with suppliers to facilitate operational issue resolution and root cause analysis, implementation of hardware/software upgrades, technical integrations, and strategies.

The Specialist will act as business liaison with multiple CCB Collection sites and functions within the existing process ownership structure.

· Executing dialer strategy for multiple portfolios and a multi-site network using Aspect UIP dialers and Austin Logistics best-time-to call and record delivery systems, Calltech and OnQ
· Generating reporting using SQL-based tools and MS applications, including Access, Excel, Powerpoint and Word
· Managing dialer performance metrics
· Trouble-shooting and driving resolution for systems, network and performance issues
· Communicating and negotiating effectively with teammates and stakeholders
· Identifying and implementing process improvements
· Participating on project teams and delivering tasks on schedule

Shift – Evening Shift-Non Standard

Phoenix-Chase Tower: Department is open 7 days a week. Sunday, Monday, Tuesday, Wednesday, Thursday, Friday, Saturday

12:00pm to 10:00pm Arizona time.

Desired profile

Qualifications
· Microsoft Office applications experience
· Excellent organizational, analytical, decision making and problem solving skills
· Technically proficient and process oriented
· Ability to communicate verbally and in writing in a clear and straight forward manner
· Detail oriented with the ability to multitask in a fast-paced environment
· Ability to work independently with minimal supervision

Preferred Qualifications
· Collections experience
· 1+ years experience in a call center position
· Experience with Microsoft SQL Server and/or Oracle preferred
· Experience with Excel Macros
· Experience administering a predictive dialer
· Advanced knowledge of Microsoft Office Application (Word, Excel, PowerPoint, Access)
· College degree or working towards college degree