Reports to: / Collection Manager
Location/Department: / Mortgage
Date Prepared: / May, 4, 2017 / FLSA Status: / Non-Exempt
Job Code: / 3533 / Merit/Bonus Eligible: / Merit
Purpose
The Specialist is responsible for the analysis of customer conversations/interactions utilizing an advanced speech analytics solution. The Specialist must have complete knowledge of our product and all destinations.
Specific Duties, Activities and Responsibilities
- Understanding the organization’s business objectives and goals in analyzing recorded audio and audio based data sets. Identify critical insights, patterns, and trends. Communicate analysis and propose solutions.
- Maintain confidentiality of customer company records and account numbers to ensure customer security
- Create and maintain monthly QA Scorecards in Call Miner including category scores and call metrics
- Create and maintain monthly Agent Scorecards from Avaya call reports, and CBS Metrics
- Listen to 10-20 historic calls for each agent each month
- Track and maintain daily call reports from Avaya
- Track and maintain daily delinquency and default reports from Business Intelligence
- Assist the Manager and Supervisor with additional daily and monthly reports as needed
General Statement - Performs the job assigned complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity. This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions expected of an incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of an incumbent. An incumbent may be asked to perform other duties as required.
Core Values Statement
Inherent within the following Specific Duties, Activities and Responsibilities is the understanding of the importance of Bluegreen Corporations core values and its foundational purpose of ‘Share Happiness’. Bluegreen’s core behaviors are indisputably essential to Associates and their ability to engage in the Company, their work and the Company’s success.
Job Requirements
1 – Minimum Formal Education: / High school diploma or equivalent required.
2 – Minimum Experience: / 1 or more years’ experience in analytics and/or report creation using Business Intelligence tools.
Call Center or operational experience is a plus.
Experience in speech analytics/speech recognition is a plus
3 – Essential Training, Knowledge, Licenses and /or Certifications: / Working knowledge of Excel
Ability to read and analyze data from BI, Avaya and Call Miner
Knowledge of company philosophy and processes for providing premium
customer service.
Must possess strong analytical skills, root-case analysis, and attention to detail
Builds and fosters positive working relationships with peers, owners and with
ones’ self.
Lead by example and take active ownership and accountability. Manages and
applies knowledge.
Must be a self-starter, be motivated with the ability to motivate others, have
excellent interpersonal skills, and have the energy, ambition, and drive to
succeed.
Must possess excellent communication skills, both verbally and in writing
4 – Essential Professional Skills/Competencies: / Detailed-oriented with strong analytical and problem solving skills, strong ability to think strategically and analyze information timely and accurately, strong interpersonal communication skills to deal effectively with all levels of the organization.
Does this position have access to the private information of our owners and guests? (includes, but is not limited to: names, DOB’s, addresses, social security numbers, credit card and banking information, etc.)
☒Yes ☐No
Shift:
☒ / Regular Hours / ☐ / On Call / ☐ / Weekend
Travel:
☐ / None / ☒ / Up to 25% / ☐ / 25% to 50% / ☐ / Over 50%
Environmental Exposure, if applicable:
☐ / Noise / ☐ / Dust / ☐ / Humidity / ☐ / Heat
☐ / Chemicals / ☐ / Gas Inhalation / ☐ / Weather Conditions / ☐ / Other not listed, please specify:
Job Requirements (continued)
Required Physical Activities to Perform the Job:
Please Indicate Frequency: N - Never R - Rarely O – Occasionally F – Frequently C – Constantly
F / Sitting / F / Standing / R / Reaching / R / Stooping
R / Bending / R / Kneeling / O / Walking / F / Manual Dexterity
Pulling, please indicate frequency: R
Please specify the weight amount:
☒ / Light up to 10 lbs. / ☐ / Moderate up to 25 lbs. / ☐ / Heavy up to 50 lbs.
Pushing, please indicate frequency: R
Please specify the weight amount:
☒ / Light up to 10 lbs. / ☐ / Moderate up to 25 lbs. / ☐ / Heavy up to 50 lbs.
Lifting, please indicate frequency: R
Please specify the weight amount:
☒ / Light up to 10 lbs. / ☐ / Moderate up to 25 lbs. / ☐ / Heavy up to 50 lbs.