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.