Dialer Analyst

loanDepot, America's lender, matches borrowers through technology and high-touch customer care with the credit they need to fuel their lives. We take the responsibility of being the second largest non-bank lender seriously. loanDepot’s long term commitment begins at origination continuing with long term support through our in house servicing teams. Our loanDepot servicing division puts our customers first, promotes teamwork & provides our employees with the fuel needed to succeed in their careers. Come join us!

loanDepot — We are America’s Lender.

Position Summary:

Responsible for supporting and providing analysis to the Dialer Administration team in daily functional goals and for assisting in testing future initiatives. Responsible for real time analysis of day-to-day Dialer operations to ensure KPI’s are being met. Performs initial investigation and follows through on agent issues experienced within the Genesys Telephony Platform.

Responsibilities:

• Responsible for ensuring campaign contact lists are loaded and ready for daily production.
• Supports and implements departmental initiatives for multiple business units and remote locations.
• Monitors, analyzes, and fully understands business KPI requirements and ensures they are being met.
• Monitors Agent performance and statuses to ensure agents remain available to take calls.
• Responsible for populating ad hoc, daily, weekly, and monthly operational reports.
• Maintains up-to-date knowledge of all business practices and strategies to ensure continuity of daily operations.

Requirements:

• Experience with call center data analytics preferred.
• Mortgage and/or Financial Services experience a plus.
• High School Diploma required; Bachelor’s Degree and related work experience preferred.
• Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position.
• Knowledge of how to craft concise and structured written correspondence that effectively incorporates a clear objective.
• Intermediate skills in computer terminal and personal computer operation; Microsoft Office applications including but not limited to: Word, Excel, PowerPoint, and Outlook.
• Exceptional verbal, written and interpersonal communication skills.
• Ability to problem-solve using technical software or applications.
• Ability to manage ambiguity, work autonomously, and multi-task in an agile environment.
• Ability to make decisions that have moderate impact on the immediate work unit and cross functional departments.
• Ability to organize and prioritize work schedules on a short-term and/or long-term basis.

Why work for #teamloanDepot:

• Aggressive earning potential and 401K with robust company match
• Inclusive, diverse and collaborative culture where people from all backgrounds can thrive
• Work with other passionate, purposeful and customer-centric people
• Extensive internal growth and professional development opportunities including tuition reimbursement
• Comprehensive benefits package including Medical/Dental/Vision
• Wellness program to support both mental and physical health
• Generous paid time off for both exempt and non-exempt positions

We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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