Dialer Administrator - Servicing Administration

US-TX-Arlington
Requisition ID
2017-30607
Employee Type
Full Time-Regular
Category
Administrative

Overview

The Dialer Administrator – Servicing Administration is responsible for effective and efficient operations of the autodialer and telephony administration for all GM Financial Servicing / Collections departments. Additional responsibilities will include making productive contributions to corporate projects as required and responding to ad hoc reporting requests from the Servicing departments. The position is also expected to effectively communicate observations and make suggestions for dialer and telephony operational strategy.

Responsibilities

JOB DUTIES:

  • Build and monitor call services for Servicing departments Assist department management teams with education on use and functionality of the dialer.
  • Recognize and be proactive in initiating telephony changes to streamline and improve inbound call flow
  • Provide trouble ticket and email support and respond within 24 hours to all problems and inquiries.  
  • Recognize and respond to critical issues, be proactive and identify possible opportunities to avoid such issues  
  • Troubleshoot technological problems involving the dialer, telephony, IVR and related software, and coordinate with IT resources to resolve major issues and minimize downtime
  • Monitor Dialer Operations queue and respond to all ServiceNow tickets
  • Respond to ad hoc reporting requests for all of the Servicing Departments
  • Model values and enable a positive work environment, which fosters teamwork, employee recognition and respect.  
  • Make productive contributions to corporate projects as required.
  • Prepare and maintain various detailed records and reports in order to provide clear and concise data on all services and strategies.  
  • Ensure adherence to all legal requirements regarding dialing and call recordings
  • Ensure actions are in compliance with company policies and laws.

OTHER IMPORTANT DUTIES:

Perform other duties as assigned

 

REPORTING RELATIONSHIP:

Reports to: Dialer Operations Team Leader

Direct reports: None

Qualifications

Knowledge  

  • Proficient in dialer / telephony software - specifically Aspect's Unified IP and Advanced List Management
  • Skilled in or Excellent Working Knowledge of the following systems:
    • Avaya
    • CMS
    • ServiceNow
    • Avaya Voice Portal (IVR)
    • Real Time Reporting with ALM
    • AS400
  • Proficient with software applications such as MS Excel, MS Word, Host System and Agent Toolbar.

Skills  

  • Detail-oriented with an ability to prioritize and balance multiple high priorities.
  • Flexible, proactive working style with a clear understanding that change is constant.
  • Sound analytical and decision-making skills.
  • Highly developed work ethic.
  • Effective written and verbal communiation skills.
  • Ability to work successfully within a team environment with a blend of shared and individual responsibilities.
  • Able to work with minimal supervision.      

Experience  

  • High school degree or equivalent required
  • Post-secondary education preferred.
  • 1+ years of previous telephony experience, preferably in a collections environment.
  • Collection experience on the autodialer an asset.

WORK CONDITION:

  • Normal office environment
  • Be prepared and able to work within the Servicing center hours of operation Monday through Saturday that include dialer openings beginning at 6am CT, and closing up to 10pm CT.  
  • Must be able flexible to periodically work US/Canadian holidays.
  • Some on-call coverage may be necessary.
  • Sunday hours are in accordance with business needs.  

 

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