SWBC is seeking a talented individual to provide support in monitoring the daily activity of the collections call center calling technology, specifically focusing on the assisted manual dialer (AMD). This role will monitor basic production statistics and alert management to production concerns - to include reviewing employee service level, preparing basic reports and technical knowledge, accomplishing the organization's goals, and suggesting real-time changes to increase workforce efficiency and effectiveness.
Why you’ll love this role:
In this role you’ll enjoy a fast-paced position that allows for a great balance between independence and teamwork. This is an entry level introduction and education into Dialer and Collection software.
Essential duties include the following:
- Responsible for the initiation of the manual “click to dial” system (AMD) to agent.
- Export and load information from work distribution system and/or from other databases into the dialer application.
- Adjust campaign filters to meet contact strategies defined by peers or management.
- Support the establishment and maintenance of agent profiles and maintain dialer, daily production, client, and workforce monitoring reports.
- Monitor/track incoming account volume.
Serious candidates will possess the minimum qualifications:
- High school diploma or GED required.
- Some college coursework in Computer Operations or Business Administration preferred.
- Minimum of zero to two (0-2) years of experience in collections/operations.
- Basic knowledge of business processes and applicable laws and regulations.
- Proficient organizational & planning, multi-tasking, and collecting and analyzing data skills.
- Basic negotiation skills.
- Proficient managing priorities/deadlines and problem-solving skills.
- Able to communicate and interact effectively via verbal and written communications.
- Able to work collaboratively and build relationships and analyze, organize, and prioritize work.
- Able to be adaptable.
- Working knowledge of Microsoft Office Suite, including Outlook, Word, and Excel.
- Able to use basic office equipment, including copy machine, personal computer, and fax.
- Able to type 35 WPM.
- Able to travel locally or nationally by car or plane.
- Sit for long periods of time performing sedentary activities.
- Stand, stoop, and kneel to file for long periods of time.
- Push, pull, and lift up to 20 lbs. of files, supplies, documents, or other related items.
SWBC offers*:
- Competitive overall compensation package
- Work/Life balance
- Employee engagement activities and recognition awards
- Years of Service awards
- Career enhancement and growth opportunities
- Leadership Academy and Mentor Program
- Continuing education and career certifications
- Variety of healthcare coverage options
- Traditional and Roth 401(k) retirement plans
- Lucrative Wellness Program
*Based upon employee eligibility
Additional Information:
SWBC is a Substance-Free Workplace and requires pre-employment drug testing.
Please note, SWBC does not hire tobacco users as allowed by law.
To learn more about SWBC, visit our website at www.SWBC.com. If interested, please click the appropriate apply button.
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