Workflow Analyst jobs in United States
info-icon
This job has closed.
company-logo

Cornerstone Capital Bank ยท 1 month ago

Workflow Analyst

positionEnglewood, CO
timeFull-time
remoteOnsite
seniorityEntry, Mid Level
money$52K/yr - $60K/yr

Cornerstone Capital Bank is a leading mortgage servicer known for exceptional service and employee satisfaction. They are seeking a Workflow Analyst to design and optimize automated workflows in their contact center, leveraging advanced technologies like Generative AI and Natural Language Understanding to enhance customer and agent experiences.

Financial Services

Responsibilities

Build and maintain intelligent workflows and automations in tools like Nice InContact Studio, Omilia IVA, and n8n
Translate operational knowledge and business requirements into automation logic that improves efficiency and service levels
Design and refine IVR flows and virtual agent experiences using best practices in conversational design and NLU
Partner with contact center leadership, workforce planning, and IT to identify automation opportunities and implement scalable solutions
Begin working with LLMs and Generative AI tools to prototype and implement natural language features for both customer-facing and internal workflows
Monitor and troubleshoot active workflows, making real-time improvements and ensuring reliability
Document processes and solutions for collaboration and knowledge sharing

Qualification

Workflow automationNatural Language UnderstandingGenerative AIMicrosoft ExcelWorkforce management softwareACD platformsSQLData visualization toolsSchedulingForecastingAnalytical skillsCommunication skillsOrganizational skillsProblem-solving skills

Required

Prior experience in a call center environment, with hands-on exposure to intraday workforce or real-time operations
Proficiency in Microsoft Excel, including pivot tables, formulas, and charts
Strong analytical, organizational, and problem-solving skills
Excellent communication and collaboration abilities
Familiarity with ACD platforms such as RingCentral, Five9, or similar
Experience with workforce management software (e.g., NICE IEX, Verint, Aspect)
Exposure to scheduling, forecasting, or long-term capacity planning
Basic understanding of SQL, data visualization tools (e.g., Power BI), or scripting
College degree in business, math, analytics, or a related field

Benefits

A full benefits package
The potential for a performance-based bonus

Company

Cornerstone Capital Bank

twitter
company-logo
We are a team of dynamic, enthusiastic, and service-oriented individuals who want to make banking and mortgages easier for you.
location
Houston, Texas, US
people-size51-200 employees
web-link
https://www.cornerstonecapital.com/

Funding

Current Stage
Growth Stage

Leadership Team

leader-logo
Scott Almy
President and Chief Executive Officer
linkedin
leader-logo
Dana Bustos - National Talent Matchmaker
Talent Acquisition Manager and Business Line Partner, VP
linkedin
Company data provided by crunchbase