PennyMac Campaign Administrator in Fort Worth, Texas
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.
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:
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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