SoFi Cottonwood Heights, UT, USA
Sep 20, 2018Full time
Description About the Role SoFi is seeking an experienced Senior Telecom Analyst in our Workforce Management group who is passionate about customer experience and has the skills and experience to deliver outstanding results. This position is located in our new Salt Lake City location. You’ll be responsible for maintaining an advanced dialer system and acting as a liaison with other business stakeholders in its function, improvement and efficiency. Are you craving an opportunity to work for a fast-paced startup that is poised to change the banking world? Do you embrace hard work and a collegiate culture, and want to be paid well for delivering outstanding results? Then we want to talk to you. You will manage all components relative to our WFM call technology system, with responsibility for delivering an outstanding member experience and contributing to our financial goals at or ahead of target by helping customers move through our process. You’ll get the perks of a start-up – free lunch, generous time off – while working in a well-funded, profitable and disruptive financial services company. By joining SoFi, you're joining a new kind of finance company based around speed, transparency, and alignment with our members’ interests. Our goal is to be the center of our members’ financial lives. We created student loan refinancing, addressing the biggest financial challenge this new generation has through a new approach to lending. We expanded into other types of loans, and then into insurance and wealth management with similarly inventive products. As the company has grown, we’ve been able to help more people with these tools. Responsibilities : Responsible for the day-to-day administration and monitoring associated with an advanced multichannel dialer system Responsible to create content and manage updates of prompts Responsible for updating scripts in inContact Studio Ensures compliance with company policies and procedures along with state and federal regulations Proactively troubleshoot resolution of issues with the telephony platform and work as liaison to IT on behalf of business units Research, identify, and act as liaison with other business units for more effective calling, chat, email, and inbound campaigns Develop procedures to support business shareholders in a rapid growth situation Oversee dialer SDLC (System Development Life Cycle) process to track, test, and implement changes within telephony platform Create ad-hoc reports as needed Other duties as assigned Minimum Qualifications : Minimum three years dialer management experience with preference towards InContact platform and NICE Systems Working knowledge of TCPA and FDCPA regulations Semi-advanced knowledge of telephony, IVR, and ACD routing Operational knowledge of contact center systems (Autodialer programming, reporting, and call recording systems) Extensive knowledge of Microsoft Excel for Data mining and reporting Attention to detail with ability to recognize and solve problems Excellent customer service skills. Education: Bachelor's degree in Information Systems or related field preferred Equivalent work experience in a similar position may be substituted for educational requirements Benefits: Employer paid lunch program, a fully stocked kitchen, and subsidized gym membership. Competitive salary packages and bonuses. A flexible vacation policy allows you to truly relax and reboot. Comprehensive health, vision, dental, and life insurance as well as disability benefits. 100% of health, vision, and dental premiums paid by SoFI for employees and their dependents. 401(k) and education on retirement planning. Tuition reimbursement on approved programs, up to $5,250 a year. Monthly contribution to help you pay off your student loans.