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Overview

Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family.

PenFed is hiring a Collect Dialer & Telephony Specialist to work onsite at our San Antonio, Texas service center. The primary purpose of this position of this position to support and assist the Collections Department in developing and refining dialer operations, including campaign creation and loads, dialer efficiency and effectiveness, intra-day dialer monitoring and troubleshooting, and other support as needed. Collaborate with internal and external parties to streamline processes and maintain operational efficiency, interfacing as needed with internal and external vendor partners.

Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

+ Collaborates with Management Team to create comprehensive dialer strategy plan.

+ Assists in building, configuring, monitoring, and supporting of the telephone system including dialer.

+ Creates daily dialer campaigns that align with the dialer strategy plan and considers high value collection targets and delinquency needs.

+ Create and monitor reports on dialer campaign effectiveness and provide feedback to management for opportunities as it relates to dialer.

+ Monitors dialer campaigns for adherence ensuring dialer is maximizing effectiveness.

+ Creates and maintains accurate documentation of telecom configurations, processes, and procedures as they relate to collections.

+ Subject Matter Expert in Collections telephony strategy and system.

+ Conduct training sessions for end-users on the proper use of telecom systems.

+ Provide guidance on best practices for telephony and dialer.

+ Provide support for telecom-related issues, including connectivity problems and system malfunctions.

+ Analyze call trends and volumes to determine the volume spikes and advise management of needs and opportunities.

+ Researches and recommends process improvements relating to telephone system functionality and collections strategy.

+ Identify and implement improvements and enhancements with the telephone system.

+ Collaborates with other departments within PenFed including IT support, Telecom, and Operations.

+ Prepares and speaks to performance of dialer campaigns; providing suggestions to improve performance as it relates to dialer.

+ Present data about performance outliers or deficits in Collection Agents to Collections Management.

+ Stay update to date with latest technology and advances in telecommunications.

Qualifications

Equivalent combination of education and experience is considered.

+ Associate's degree or relevant experience in related field preferred

+ Minimum of three (3) years call-center collection experience required.

+ Minimum of one (1) year dialer administration experience required.

+ Thorough understanding of telecommunications services, systems, and network required.

+ Experience with integration of telecommunications systems preferred.

+ Proficiency in troubleshooting and problem-solving.

+ Advanced experience in Microsoft Office including Word, Excel, and Power Point.

+ Strong knowledge of PenFed structure, products, policies, and procedures required.

+ Ability to effectively communicate, both verbal and written.

Supervisory Responsibility

This position will not supervise employees.

Licenses and Certifications

No additional license or certification required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

Ability to travel to various worksites and be on-call is not required.

About Us

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2.9 million members and over $31 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam and Puerto Rico. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day. We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more. Equal Employment OpportunityPenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.