Concord Servicing
Financial Services
SupportAnalystContactCenter
“Support Analyst - Contact Center at Concord Servicing. Skills: Contact Center Reporting, Performance Analysis, Incentive Programs. Generate operational reports. Maintain operational reports”
Industry & Context.
Data Interpretation; Trend Identification; Anomaly Detection; Risk Identification; Discrepancy Resolution
What They're Looking For.
Must Have
Analytical skills, Advanced Microsoft Excel proficiency, Ability to manage multiple tasks, Ability to meet tight deadlines, Ability to read, write, and speak English
Nice to Have
Degree in Accounting, Finance, Statistics, Business Administration, Familiarity with AI tools, Experience with Power BI or similar reporting tools, Bilingual (English/Spanish)
What You'll Do.
Generate operational reports
Maintain operational reports
Validate operational reports
Distribute operational reports
Compile key performance indicators
Analyze key performance indicators
Monitor key performance indicators
Ensure accuracy of reporting data
Ensure integrity of reporting data
Ensure consistency of reporting data
Identify reporting discrepancies
Provide analysis to management
Provide recommendations to management
Define incentive compensation methodologies
Document incentive compensation methodologies
Maintain incentive compensation methodologies
Update incentive compensation methodologies
Prepare bonus eligibility reports
Respond to inquiries regarding bonus calculations
Respond to inquiries regarding data discrepancies
Maintain historical records of reports
Develop reporting tools
Improve reporting tools
Develop automated processes
Improve automated processes
Evaluate reporting procedures
Recommend improvements to procedures
Work with Operations Manager
Assist with internal audits
Provide analytical support for projects
Provide analytical support for conversions
Provide analytical support for mailings
Provide analytical support for month-end reporting
How You'll Work.
Team & Collaboration
Contact Center Leadership; Supporting departments; Operations Management
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