Collections Dialer Administrator-I

SWBC; Shavano Park (TX); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Competitive compensation

Work/Life balance

Career growth opportunities

401(k) retirement plan

Continuing education

Job summary

SWBC is seeking an entry-level support specialist to monitor the daily activity of the collections call center's advanced manual dialer (AMD). You will track production statistics, review service levels, and help generate basic reports to improve workforce efficiency.

In a fast-paced environment, you’ll balance independent work with teamwork, learn the AMD and collections software, and contribute to process improvements while staying compliant with applicable laws and company policies.

Qualifications

• High school diploma or GED required; some college coursework preferred.
• Proficient in organizational planning, multi-tasking, data collection and analysis.
• Proficient in Microsoft Office (Outlook, Word, Excel).

Responsibilities

• Initiate the manual “click to dial” system (AMD) to agent.
• Export and load information from the work distribution system or databases into the dialer app.
• Adjust campaign filters to meet defined contact strategies.
• Support the establishment and maintenance of agent profiles and maintenance of reports.

Skills

Organizational skills

Data analysis

Multi-tasking

Communication skills

Time management

Education

High school diploma or GED

Some college coursework in Computer Operations or Business Administration

Tools

Microsoft Office

Job description

SWBC is seeking a talented individual to provide support in monitoring the daily activity of the collections call center calling technology, specifically focusing on the assisted manual dialer (AMD). This role will monitor basic production statistics and alert management to production concerns - to include reviewing employee service level, preparing basic reports and technical knowledge, accomplishing the organization's goals, and suggesting real-time changes to increase workforce efficiency and effectiveness.

Why you’ll love this role:

In this role you’ll enjoy a fast-paced position that allows for a great balance between independence and teamwork. This is an entry level introduction and education into Dialer and Collection software.

Essential duties include the following:

• Responsible for the initiation of the manual “click to dial” system (AMD) to agent.
• Export and load information from work distribution system and/or from other databases into the dialer application.
• Adjust campaign filters to meet contact strategies defined by peers or management.
• Support the establishment and maintenance of agent profiles and maintain dialer, daily production, client, and workforce monitoring reports.
• Monitor/track incoming account volume.

Serious candidates will possess the minimum qualifications:

• High school diploma or GED required.
• Some college coursework in Computer Operations or Business Administration preferred.
• Minimum of zero to two (0-2) years of experience in collections/operations.
• Basic knowledge of business processes and applicable laws and regulations.
• Proficient organizational & planning, multi-tasking, and collecting and analyzing data skills.
• Basic negotiation skills.
• Proficient managing priorities/deadlines and problem-solving skills.
• Able to communicate and interact effectively via verbal and written communications.
• Able to work collaboratively and build relationships and analyze, organize, and prioritize work.
• Able to be adaptable.
• Working knowledge of Microsoft Office Suite, including Outlook, Word, and Excel.
• Able to use basic office equipment, including copy machine, personal computer, and fax.
• Able to type 35 WPM.
• Able to travel locally or nationally by car or plane.
• Sit for long periods of time performing sedentary activities.
• Stand, stoop, and kneel to file for long periods of time.
• Push, pull, and lift up to 20 lbs. of files, supplies, documents, or other related items.

SWBC offers*:

• Competitive overall compensation package
• Work/Life balance
• Employee engagement activities and recognition awards
• Years of Service awards
• Career enhancement and growth opportunities
• Leadership Academy and Mentor Program
• Continuing education and career certifications
• Variety of healthcare coverage options
• Traditional and Roth 401(k) retirement plans
• Lucrative Wellness Program
• *Based upon employee eligibility

Additional Information:

SWBC is a Substance-Free Workplace and requires pre-employment drug testing. Please note, SWBC does not hire tobacco users as allowed by law. To learn more about SWBC, visit our website at www.SWBC.com.

Join Our Team Great People. Great Company. Great Place to Work.

SWBC is a diversified financial services company providing insurance, mortgage, and investment services to financial institutions, businesses, and individuals. Headquartered in San Antonio, Texas, SWBC employs 2,400 people nationwide. At SWBC, you are not just an employee number, but a vital team member; each employee stands out and has the ability to make a direct impact at SWBC. We’re looking for the brightest and most creative to help introduce new solutions to new problems identified in the market and improve how our existing solutions can better help our users. SWBC is a big proponent of nurturing the entrepreneurial spirit through mentorship, continuing education, internal career growth opportunities and having a platform to make meaningful changes come to life.