Speech Analytics Analyst @ Exeter Finance

Document created by clarence.wolf@exeterfinance.com on Apr 25, 2019
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At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners, we are able to give options that make sense, getting customers behind the wheel of their car.

Every team member is integral to our success. Whether you’re at a servicing center helping customers with their loans, in the field building relationships with dealers, or supporting the company from its corporate offices, you'll enjoy a nurturing, invigorating and positive work environment.

 

Our vision is to be a premier finance company and lender of choice known for its People, Performance and Service.

 

Job Description

The Speech Analytics Analyst I is responsible for assisting with the configuration and analysis of customer conversations and interactions utilizing CallMiner. In this role, the Speech Analytics Analyst will utilize the program or strategy around the use of CallMiner to review and report on customer and associate conversations.  This position will identify opportunities that leverage CallMiner reporting intelligence.

 

  • Provides insight and makes recommendations to the internal business partners based on data findings and leverages experience to inform others on configuration and usage of CallMiner.
  • Make recommendations targeting business processes, customer service or other improvements based on analysis of trends and KPIs.

 

  • Attends meetings with business partners to deliver and present key findings applicable to the business areas of opportunity for customer experience, regulatory safeguards and other areas of remediation.

 

  • Monitors system performance and collaborates with internal teams to ensure consistent effectiveness of CallMiner including communicating with IT as the subject matter expert on integrations and troubleshooting.

 

  • Documents system configuration, processes and procedures contributing to intelligence sharing.

 

  • Other duties as assigned.

 

Requirements

High School or GED diploma.  College degree preferred or equivalent work experience.

1+ years of Call Center experience.

Business Analytics and/or Business Analysis background preferred.

Experience in preparing Executive reports and briefings preferred.

Microsoft Office skills preferred (e.g. Excel, Word)

Knowledge of collections acumen, as well as regulatory & federal requirements.

Ability to perform with a high degree of accuracy and adhere to established timeframes.

Excellent communication skills and flexibility/ability to adjust to changing priorities in a fast-paced environment is a must.

 

Exeter Finance LLC is an Equal Opportunity Employer.

Contact: Andrew Mahr

+1 (469) 754-4300

Andrew.Mahr@exeterfinance.com

 

About Us

 

At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners we are able to provide options that make sense, getting customers behind the wheel of their car.

Every team member is integral to our success. Whether you’re at a servicing center helping customers with their loans, in the field building relationships with auto dealers, or supporting the company from its corporate offices, you will enjoy a nurturing, invigorating and positive work environment.

We offer individually tailored compensation packages with competitive salary and benefits, plus training and development opportunities, team member recognition and awards, and so much more.

As an equal opportunity employer, we’re committed to hiring talented people, including veterans and military family members, who share our commitment to deliver outstanding customer service where we value our people, performance and service by exhibiting a Culture of Excellence.

 

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