Omnichannel Specialist

Interested in a Mortgage Servicing position that promotes clarity, productivity, and efficiency in a supportive and knowledgeable environment? Below is an opportunity where you can start a role from the ground floor of a new servicing collective. Let your professional experience and expertise shine.
The Omnichannel Specialist is responsible for maintaining a high-performance calling environment for the Customer Service, Collections, and Loss Mitigation departments. The primary job function is the analysis and execution of outbound contact strategies with high regard of departments’ SLA’s and defined KPIs.
Essential Duties and Responsibilities
Apply established outbound customer contact strategy and reporting to ensure effective servicing performance
Successfully implement and execute outbound customer contact strategies to meet organizational goals and revenue recovery
Ensure sufficient call/email/SMS
coverage and requirement are measured and met
Identify trends in call/email/SMS pattern, call/email/SMS
results, and assist call center operations in optimizing performance
Effectively manage outbound contact channel strategies by providing recommendations and feedback
View system reporting, results, and overall accuracy of execution, as well as compliance with FDCPA, TCPA, CFPB, State, Investor, and Enterprise call regulations and requirements
Ensures that omnichannel operations processes are documented and updated regularly
Manage omnichannel software suite
Host and drive strategy and results sessions with contact center leadership
Provide meaningful productivity and performance analysis and make recommendations based on findings
Responsible for publishing solid intra-day, daily, weekly, and monthly agent, call, SMS, and email reports
Participate in installation and/or software upgrades and updates
Qualifications and Experience
Minimum 4 years
of
experience working with dialers [
Alvaria
, Avaya, Five9, Genesys, or other]
College degree preferred
High School Diploma required
Strong analytical and organizational skills
Ability to meet strict deadlines
Advanced technical skills with ability to troubleshoot and solve problems
Strong knowledge of Microsoft Office Suite
High regard for confidentiality and ability to maintain confidential information
Able to thrive and a fast-paced environment
Experience in mortgage or financial services industry
Supervisory Responsibilities: N/A
Direct Reports: N/A
Physical and Environmental Conditions
Standard office environment, equipment and tasks, including work at a computer terminal. This position requires partial sitting and walking throughout the day. Employee must be open to work overtime to complete assigned tasks.
CMG pays a competitive base which ranges from $
85
,000 - $
110
,000. Factors that affect base salary may
include:
Loan Servicing experience, overall knowledge of loan servicing, number of years worked in mortgage industry, types of roles performed, computer skills, customer service experience specific to working with mortgage lenders, and education.