Contact Center Specialist

Operations Coppell, Texas


Description

What makes an AFF Contact Center Specialist:

  • The Contact Strategy team is responsible for managing all customer engagement. Our contact center specialist will support configurations for AFF’s Voice, Email, SMS, Chat, Mail and Survey communication strategies. This position will engage directly with vendors to support business request. They will be responsible for planning, testing and implementation of various inbound and outbound configurations to include virtual assistants, IVR, API integrations, and communications design. This role provides a creative and dynamic work experience, while learning and adapting to the ever-changing business needs and state-of-the-art trends in the market. You will have exposure to industry-leading technology and will implement solutions across various channels of communication in a team environment.
  • Deliver a first-class customer experience that represents AFF’s Core Values!
  • Someone who is passionate about personal and organizational success!  

What we offer:

  • Competitive Base Salary + Bonus!
  • Flexible Time Off and Market Leading Benefits!
  • High-growth organization with advancement opportunities!
  • Diverse, Collaborative, & Fun Work Environment! 

Roles and Responsibilities:

  • Collaborate with key business partners to determine feasibility of communications requests and projects.
  • Configure Communications platforms which includes Voice, Email, SMS, Chat, and Survey to deliver requests for configuration changes and updates.
  • Contribute to best practices, system enhancements, and analysis to identify opportunities in effectiveness, efficiency and deployment of new technology.
  • Configure and maintain Self-Service options, including IVR (Integrated Voice Response), VA (Virtual Assistants), and message flow routing.
  • Leverage configuration, regression and UAT testing to ensure delivery on business requirements with no negative impact to production environments.
  • Conduct audits and investigation ensuring applied compliance rules are effective and comprehensively implemented.
  • Support ad hoc requests from business partners for configuration, data collection, and or changes in a fast-paced, dynamic environment.
  • Adhere to change management standards applying documentation, constant communication, and archival of audit history in partnership with business departments and stakeholders.
  • Maintain a current working knowledge of relevant laws, regulations and trends in the collection industry.
  • Other duties as assigned

Qualifications:

  • Minimum of 1 year Operations, Contact Center, Command Center or related experience.
  • Minimum of 1 year LiveVox or similar contact system experience.
  • Financial Services and Collections experience is helpful.
  • Excellent attention to detail understanding downstream impact mapping.
  • Willingness to learn and work towards an expertise within a multitude of applications in a team setting.
  • Visionary with the ability to anticipate needs, impacts and seeing the full picture with a foresight for upcoming technologies and trends.
  • Excellent written and verbal communication with an eye for documenting processes.
  • Taking initiative and ability to follow through on projects within established timelines.
  • Proficiency in MS Office (Excel, PowerPoint, Word).
  • Bachelor’s Degree or equivalent business experience. 

Preferred Skills:

  • LiveVox LVP experience with IVR routing development
  • Chatbots and Virtual Assistant configuration
  • Email HTML experience
  • SQL/MySQL experience
  • Familiarity of TCPA, UDAAP, SCRA, PCI, PII and other applicable compliance standards