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Security Service Federal Credit Union · 3 hours ago

AR Operations Analyst

San Antonio, TX

Full-time

Onsite

Entry, Mid Level

1+ years exp

Security Service Federal Credit Union is seeking an AR Operations Analyst to join their Operations Team. The role involves tracking historical trends, creating performance reports, and developing strategies to maximize collection efforts while ensuring effective resource management and achieving service level goals.

Financial Services

Growth Opportunities

Responsibilities

Track historical trends and re-evaluate strategy

Create performance reporting and develop best business practices

Provide real-time monitoring via available tools and workforce management techniques

Perform continual analysis of current performance and conduct real-time re-forecasting

Maintain constant communication with leadership teams to coordinate staffing adjustments

Generate and evaluate staffing schedules and ensure data updates into scheduling system

Provide daily/intra-day performance reports to leadership team

Work closely with the Asset Recovery leadership team to accomplish SSFCU objectives

Ensure agent productivity by handling call volume, staffing, and scheduling adherence

Monitor closely with lines of business and the strategy team to meet service level objectives

Responsible for day-to-day administration and monitoring of technology applications and predictive dialer system

Responsible for campaign maintenance and coordinating changes with management

Ensure all workforce management tools and operational processes are maintained and productive

Troubleshoot system related issues and understand business rules and configurations

Research, identify, and escalate ideas for more effective calling missions

Prepare and distribute various reports and report successes or failures

Define and report on metrics to measure performance activities

Qualification

Dialer system managementWorkforce management toolsPerformance reportingCollections policy knowledgeCall center technologiesMS Office skillsPublic speakingAnalytical skillsInterpersonal skillsWritten communicationTime management

Required

Bachelor's degree or equivalent education and/or experience

A working knowledge of collections policy and overall asset recovery/collections

MS Office skills including Word, Excel, PowerPoint, and Outlook with a good understanding of the Internet environment and research tools

Working knowledge of Call Center Technologies and processes (Avaya and/or Aspect Auto dialer programming, Auto dialer Reporting Systems Call Recording Systems, electronic workflow systems)

1 year of progressive experience managing dialer systems

Demonstrated understanding and capability in managing dialer pacing modes in a blended agent environment

Demonstrated knowledge of approved collection practices, policies, and procedures

Proven interpersonal and relationship management skills

Effective written and verbal communication skills

Ability to professionally communicate suitable for senior audience and write formal proposals

Confidence in public speaking

Strong time-management and organizational skills to manage multiple deadlines and priorities within a highly demanding, fast-paced environment

Independent thinking, self-motivated, and ability to operate effectively with minimal supervision, taking initiative in problem solving to achieve production and performance goals set by the Asset Recovery Management Team

Ability to analyze information