Business Analyst – Omni Channel


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Full-time

Work Site Location: Onsite – 1851 S. Alverno Rd. Manitowoc, WI 54220

Summary

The responsibilities of this position is to enhance the Omni-Channel process, turn data into information, and information into insight. It is integral to inform our stakeholders with meaningful metrics, including visualizations, representation/participation in projects. Provide oversight for process flow for call, text, email, and all future channels. This role is also responsible for accurately identifying the priority of accounts and placing the right accounts in front of the PCSS and/or collectors The primary focus will be on AmeriEBO.

An individual in this position must be able to successfully perform the duties and responsibilities listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Description of the Work Environment

Our culture at Americollect is simple: have fun, work hard, demand improvement of yourself and your teammates, and respect others. These aren’t just words at Americollect. You’ll see this in action everyday. And you’ll be rewarded for it!

We offer competitive benefits including: insurance and flexible spending accounts (FSA), paid time off after only 30 days, retirement plans, casual dress code, flexible work schedules, and more. Americollect was named one of the best companies to work for in collections, nationwide for 10 years in a row!

Requirements

  • Identify, analyze, and interpret trends or patterns in complex data sets.
  • Influence leaders to meet the needs of the business operational insights through analytics and reporting that allow them to make decisions on where and how to use our resources.
  • Develop and implement evidence-based workflow strategies. 
  • Work on complex issues where analysis of situations or data requires and in-depth evaluation of variable factors.
  • Work with Omni-channel Manager and Managers/Directors of Operations to create efficient workflows based upon data.  
  • Manage and deliver projects and change initiatives, including educating the teams on metrics, reports, system usage and support.
  • Filter and “clean” data, and review reports, printouts, and performance indicators to locate and correct code problems.
  • Researching and troubleshooting issues with existing projects.
  • Responsible for developing and delivering 99.5% or greater account flow accuracy. 

Preferred Qualifications

Education

  • Associates preferred in Business, Mathematics, Economics, Computer Science, or Information Management, Bachelor’s preferred.
  • Data Analytic certificate preferred.

Experience/Training

  • Associates preferred in Business, Mathematics, Economics, Computer Science, or Information Management, Bachelor’s preferred.

Technology/Equipment

  • Ability to keyboard 45 wpm
  • Strong knowledge of and experience with reporting packages (Business Objects, Tableau, etc.), databases (SQL etc), programming (XML, Javascript, or ETL frameworks)
  • Knowledge of statistics and experience using statistical packages for analyzing large datasets (Excel, SPSS, SAS etc)

Other technical or professional requirements necessary to do the job

  • Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
  • Must be organized and have time management skills.
  • Planning, coordination, and completion of projects.
  • Demonstrates approachability and ability to collaborate with others.
  • Defines the work to be done- clearly communicates vision, objectives, and tasks.
  • Strong attention to detail.
  • Demonstrates ability to stay on task with little supervision.
  • Self-motivated to learn processes, reporting, and software utilized at Americollect.
  • Understanding of statistics & Metrics
  • Understanding of Basic Programming Concepts

Competencies

Integrity: The quality of being honest, fair, and having strong moral principles when making decisions and acting on behalf of Americollect.

Accountability: The responsibility to complete the tasks assigned, perform the duties required for the position, and be present for assigned shifts in order to fulfill or further the goals of our organization. In addition, taking responsibility for the outcomes resulting from choices, behaviors and actions.

Positive Attitude: To be positive when dealing with others, to believe in yourself, and to approach challenges with optimism.

Adaptability: Being flexible when changes are made, being open to new ideas and concepts, working independently and part of a team, and carrying out multiple tasks and/or projects

Team Oriented: The process of working collaboratively with a group of people in order to achieve a goal by utilizing individual skills, giving/receiving constructive feedback, and understanding different points of view.

Process Design & Development: The ability to process improve, develop new end to end procedures, and optimize existing processes that will create efficiencies, increase revenue, and/or maintain compliance.

Consumer Needs, Assessments & Solutions: To accurately identify and meet consumer expectations by being responsive and adapting to consumer needs. Demonstrate ridiculously nice service, build relationships, and create loyalty and satisfaction to ensure a competitive advantage in the collection industry.

Working Environment

This is an office/call center environment with a moderate noise level. While performing the duties of this job, the employee is frequently:

  • Standing
  • Sitting
  • Talking
  • Hearing
  • Performing Repetitive Motions (Typing & Clicking)
  • Walking 

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It is the policy of Americollect to give an equal opportunity to all qualified persons without regard for race, color, ethnicity, age, sex, sexual orientation, religion, national origin or any other characteristic protected under the law. To deny anyone the opportunity to contribute to our efforts for any reason other than capability to perform a job is an injustice not only to that individual, but to Americollect and the community as well. It is the intent and desire of Americollect that an equal opportunity be offered in employment, wages, promotions, benefits, and all other privileges, conditions, and terms of employment.

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