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PennyMac Campaign Administrator in Fort Worth, Texas

Overview

The Campaign Administrator II is responsible for partnering with unit leadership to develop and operationalize campaign strategies. Works closely with team on execution of campaigns and analyzes operational dashboards and other metrics to recommend necessary changes in strategies or processes in order to gain efficiencies and realize desired end results. Assists in providing training support to team members and call center employees and serves as a point of escalation to resolve more complex issues.

Job Description

  • Campaign Administrator role supports lines of businesses across multiple sites.

  • Maintenance and distribution of daily, weekly and monthly campaign reporting.

  • Telephony administrator responsibilities, including Campaign and List management.

  • Determine anticipated call volume and staff vacancy impact to current day call strategy.

  • Active participation in daily meetings with team and supported lines of business to discuss current day’s

  • Execute scheduled campaigns via multiple channels, including Dialer, Email, Manual, Text, etc.

  • Execute scheduled campaigns in adherence with established policies for purposes of regulatory and/or investor compliance.

  • Monitoring of Supervisor Canvas to ensure campaign completion goals are met.

  • Real time communication of campaign progress, completion and change in strategies to supported lines of business.

  • Provide guidance and day to day support to lines of business, including trouble shooting Campaign related issues and escalations.

  • Assist Queue and Workforce Management teams as needed.

  • Perform Manual Group updates in accordance with campaign strategies.

  • Analysis of dialer results to determine call efficiency.

  • Recommend changes for dialer system settings to improve call efficiency.

  • Communicate outline of daily campaign strategy to supported lines of business.

  • Perform other related duties as required and assigned

  • Demonstrate behaviors which are aligned with the organization’s desired culture and values

Ideal Candidate will have the following:

  • Must be highly proficient in Excel and Word

  • Working knowledge SQL

  • Strong time management skills

  • Strong analytical and organizational skills

  • Ability to work with data, spot trends, identify problems, draw conclusions and make recommendations

  • Ability to convey information clearly and concisely to groups or individuals either verbally or in writing

  • Ability to work both independently and as part of a team

  • Able to work competently and professionally under tight, frequent deadlines and adhere to timelines

  • Must be a team player with strong attention to detail and able to work independently

  • Proven track record at delivering timely and accurate information in a fast-paced environment

  • Excellent critical thinking, problem solving, mathematical skills and sound judgment

  • Financial Services and, if possible, mortgage industry experience preferred

  • Strong business acumen and ability to interface with executive management

Years of Experience:

1

Education:

Associate's Degree

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Requisition ID 20-17526

Location US-TX-Fort Worth

Position Type Regular

Category Customer Service/Support

Education Associate's Degree

Years of Experience 1

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