IVR & Disaster Recovery Systems Analyst - Contact Center - Troy, MI Headquarters (Hybrid)
Flagstar Bank FSB

Troy, Michigan

Posted in Banking

Job Info

Job Summary
The IVR & Disaster Recovery Systems Analyst will be responsible for full oversight of the Banking IVR and call menus, along with CEC Business Continuity, including oversight of CEC's Disaster Recovery strategy and process, and CEC's Remote Working Program.

Job Responsibilities:

Represent the Business in ownership of Banking IVR and Banking-affiliated call trees

  • Serve as subject matter expert to fully understand infrastructure of the CEC Banking IVR and smaller affiliated menus ("1488" and "DCB" menus).
  • Own, analyze and provide mitigations for customer complaints regarding IVR
  • Develop and maintain procedural documentation to describe system management and functionality (i.e. process flows, quick guides for end users).
  • Continuously analyze system capabilities and perform best practice research to ensure IVRs are utilized to full capacity. Provide recommendations for improvements to IVRs.
  • Troubleshoot issues with the IVRs and work as a liaison to the business and IT to ensure root cause analysis is completed and resolution achieved.
  • Meet with business partners to review business requirements for new enhancements/requests for the IVR and understand the problem the business is trying to solve; partner with IT to recommend solutions to meet the needs.
  • Partner with IT to actively manage, discuss and complete work on IVR backlogs.
  • Fully manage testing support from the business for all IVR implementations, including: co-development of test plans, scenarios, performing UAT and communication of results to CEC stakeholders.
  • Proactively conduct streamlining and journey mapping exercises to identify inconsistencies, opportunities for improvement and recommended modifications to the IVRs to improve the customer experience.
  • Partner with IT to prepare monthly and ad hoc dashboards to communicate IVR progress; partner with CEC Reporting Analysts to review call center data and identify opportunities to add self-service functionality to the IVRs.
  • Oversee messaging in the IVRs including: in-IVR scripting, ad hoc messaging and holiday messaging. Perform regular reviews of the messaging to ensure up-to-date.
  • Participate as member of cross-functional project teams for Flagstar initiatives and provide recommendations for system usage.
  • Perform demonstrations of the IVRs for a variety of audiences (project teams, new hires, consultants, auditors).
  • Participate in initiatives to evolve existing IVR technology into Artificial Intelligence.
  • Back up partner Systems Analysts for work on Servicing IVRs as needed.

Disaster Recovery
  • Own and spearhead CEC's Disaster Recovery strategy
  • Own and maintain key documentation (Business Continuity plan, call trees)
  • Proactively prepare for and organize meetings, communications and action plans for disaster situations
  • Assign key roles and represent for CEC by taking the lead in BCP tabletop sessions

Remote Management
  • Own and spearhead CEC's Remote Management Oversight Program
  • Chair monthly steering committee meetings with CEC leadership and HR to discuss state of remote program and key initiatives
  • Maintain remote work documentation (ex: user guides, tips/tricks) and provide recommendations for remote working matters, such as minimum speeds and best practices.

Job Requirements:
  • HS Diploma, GED or Foreign Equivalent
  • A bachelor's degree in Information Technology or related field is strongly preferred, but not required. Comparable work experience would include 4-5 years of experience managing, monitoring and reporting on multiple systems.
  • Comprehensive knowledge of and experience with IVR and/or system troubleshooting preferred.
  • Experience working with Artificial Intelligence is preferred but not required.
  • 3+ years of contact center experience preferred but not required.
  • Intermediate technical skills required; demonstrated ability to solve complex problems and implement creative solutions in a fast-paced dynamic systems environment.
  • Fluency in English and Spanish preferred but not required.
  • Knowledge of Microsoft Office Suite with advanced skills in Excel, Visio and PowerPoint, including creation of process flows, preferred.
  • Experience analyzing, trending, synthesizing and presenting data in a streamlined manner.
  • Strong organizational skills, resourcefulness, and attention to detail, along with the drive for excellence
  • Previous experience with project management, including leading meetings, assigning work and following up to ensure work completion is preferred but not required.
  • Strong written communication required; strong verbal communications skills required, including ease and ability to communicate with and develop relationships with employees at all levels of an organization.
  • A demonstrated commitment to high professional ethical standards and a diverse workplace.
  • Self-motivated learner who, when faced with something new, will take the opportunity to fully understand it and take the initiative to become the Subject Matter Expert (SME)
  • Ability to simultaneously manage multiple projects and effectively prioritize work to meet all deadlines under tight time constraints.
  • Ability to actively push for resolution with partnering organizations while maintaining working relationships throughout teams.
  • Eye for detail and proactive approach to finding ways to streamline processes.
  • Proven proactive approach, including taking action to increase visibility and providing regular status updates.
  • Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.

Internal Use Only - Job Band G

This position will report to our Troy, MI Headquarters and also have the ability to work from home. (HYBRID) Candidate must be willing to travel to the Troy, MI location.

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