Consumer Collections and Servicing Call Center Dialer Strategy Administrator

Company: Wells Fargo
Location: West Des Moines
Posted on: March 14, 2023

Job Description:

About this role: Wells Fargo is seeking a Consumer Collections and Servicing Call Center Dialer Strategy Administrator (Senior Business Execution Administrator). for the Consumer Collections and Servicing organization Learn more about the career areas and lines of business at wellsfargojobs.com. In this role, you will:

• Monitoring the inbound and outbound dialer during dialer operation. Designing and programming dialer strategies to ensure call center agents are targeted to the right campaigns.
• Analyzing dialer data and existing query logic to ensure the dialer is running optimally.
• Working with Workforce Management teams to ensure agent schedules match demand.
• Consulting with Call Center managers to alert them of agent issues and migrating agents to support demand.
• Research and resolve legal and compliance inquiries to ensure State and Federal law adherence.
• Learn new dialer technologies and tools.
• Programming dialer logic using SQL.
• Working with technology teams to implement dialer initiatives and execute Business Continuation Tests.
• Report and resolve production issues. A successful candidate will demonstrate:
  • Strong technical skills including SQL, SAS (or similar query languages) previous experience with dialer strategy development within Aspect and or Avaya Dialers (or similar technologies).
  • Demonstrate the ability to execute on complex projects, balancing short-term and long- term priorities
  • Leverages quantitative and qualitative insights to analyze opportunities for innovation
  • Supports solution delivery by completing routine tasks, with guidance
  • Independently adapts communications for a variety of cross-functional / cross- geographic audiences
  • Sources and develops basic summaries and narratives of relevant information, data and facts
  • Influences others to come to agreement on priorities, direction and next steps
  • Monitors individual adherence to policies and procedures and escalates issues as needed
  • Required Qualifications, US:
    • 4+ years of Administrative Support, or, Business Support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education Desired Qualifications:
      • Experience with dialer technologies such as Aspect or Avaya.
      • Advanced Microsoft Office (Word, Excel, Outlook)
      • Advance analytical abilities to analyze data and recommend go forward actions.
      • Experience executing initiatives.
      • Experience testing dialer strategies and technologies.
      • Highly organized and detail-oriented, with the proven ability to handle multiple tasks simultaneously, and prioritize effectively
      • Experience with developing internal communications for agents and internal teams. Posting Location(s):
        • 7000 Vista Dr WEST DES MOINES, IA 50266
        • Candidate must reside within a reasonable commute to the site location.
        • Relocation assistance is not available for this position. Hours of Operation: This role supports dialer operations seven days a week, 6AM CST to 11PM CST Monday to Thursday, Friday 6AM CT - 7PM CST, Saturday 6AM CT -4:30 PM CT, and Sunday 6AM - 7:30PM CT. This wide variety of operational hours offers excellent schedule flexibility. We Value Diversity At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law. Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements. Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Keywords: Wells Fargo, West Des Moines , Consumer Collections and Servicing Call Center Dialer Strategy Administrator , Accounting, Auditing , West Des Moines, Iowa