Real Time Resolutions Inc
Voice Communications Specialist
Real Time Resolutions Inc, Dallas, Texas, United States, 75215
Summary
Responsible for monitoring and managing RTR’s systems with a focus on verbal communication. Specifically, this includes the LiveVox dialing system as well as finding, designing, testing, and delivering efficiencies in other areas. They will ensure that the systems are maintained effectively, strategies are appropriately implemented, perform analysis and review key metrics, and ensure the systems remain up at all times and adhere to compliance and client requirements. This individual will work closely with the Operations, Portfolio Management, Call Quality, Report, and Compliance teams to ensure communications are done within RTR’s customer service, legal, and strategical guidelines. The individual will assist other teams within the department as needed with reports, tasks, and analyses. They will also help facilitate overall process and system improvements.
Essential Functions
Work between various departments to ensure calls made meet compliance, client, and internal guidelines
Coordinate with several external service providers and effectively communicate any changes or additions needed to campaign.
Review call results to determine agent efficiency and areas of opportunity
Manage Dialer Jira inbox requests and provide solutions to issues
Respond to internal and external audit requests
Act as an internal consulting group with a creative and analytical outlook at all times
Confer with managers to ensure that the changes are working
Review and build SQL scripting needed for reporting and monitoring
Qualifications and Skills
Bachelor’s Degree with Minimum GPA of 3.0 preferred
1+ Years Previous Work Experience Preferred
Strong Excel skills desirable
Experience with SQL Server a plus
Previous mortgage servicing experience a plus
Strong organizational and communication skills
Ability to prioritize and work within deadlines
Highly detailed oriented
Good analytical skills for decision-making
Good problem solving skills; identify issues and concerns and participate in solutions
Should enjoy speaking with people and performing computer research
Ability and willingness to gain knowledge of the collections and mortgage industry
Ability to meet regular attendance requirements and schedules established for the department
Ability to work as a team member; effectively sharing ideas, skills and knowledge
Willingness to work in a fast-paced environment while maintaining the ability to prioritize tasks
Strong analytical skills for decision-making
Must be able to work independently; self-motivated
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Responsible for monitoring and managing RTR’s systems with a focus on verbal communication. Specifically, this includes the LiveVox dialing system as well as finding, designing, testing, and delivering efficiencies in other areas. They will ensure that the systems are maintained effectively, strategies are appropriately implemented, perform analysis and review key metrics, and ensure the systems remain up at all times and adhere to compliance and client requirements. This individual will work closely with the Operations, Portfolio Management, Call Quality, Report, and Compliance teams to ensure communications are done within RTR’s customer service, legal, and strategical guidelines. The individual will assist other teams within the department as needed with reports, tasks, and analyses. They will also help facilitate overall process and system improvements.
Essential Functions
Work between various departments to ensure calls made meet compliance, client, and internal guidelines
Coordinate with several external service providers and effectively communicate any changes or additions needed to campaign.
Review call results to determine agent efficiency and areas of opportunity
Manage Dialer Jira inbox requests and provide solutions to issues
Respond to internal and external audit requests
Act as an internal consulting group with a creative and analytical outlook at all times
Confer with managers to ensure that the changes are working
Review and build SQL scripting needed for reporting and monitoring
Qualifications and Skills
Bachelor’s Degree with Minimum GPA of 3.0 preferred
1+ Years Previous Work Experience Preferred
Strong Excel skills desirable
Experience with SQL Server a plus
Previous mortgage servicing experience a plus
Strong organizational and communication skills
Ability to prioritize and work within deadlines
Highly detailed oriented
Good analytical skills for decision-making
Good problem solving skills; identify issues and concerns and participate in solutions
Should enjoy speaking with people and performing computer research
Ability and willingness to gain knowledge of the collections and mortgage industry
Ability to meet regular attendance requirements and schedules established for the department
Ability to work as a team member; effectively sharing ideas, skills and knowledge
Willingness to work in a fast-paced environment while maintaining the ability to prioritize tasks
Strong analytical skills for decision-making
Must be able to work independently; self-motivated
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