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Dialer Analyst

Job Description

Freedom Mortgage is seeking a driven, creative, collaborative individual to join our team as a Business Analyst. The ideal candidate will be responsible for leading all dialer related projects and provide analytical support by leveraging SQL tools to help execute on campaign strategies. The Business Analyst will have a high-level understanding of applicable business systems, industry and investor requirements. This role will be key in providing business and user analysis of critical processes and applications along with championing constant improvement within the Servicing business unit. In addition, this individual will actively participate in process and systems analysis while considering the business implications of the application to the current and future business environment.

Essential Job Functions:

  • Serve as subject matter expert in Contact Center IVR Routing and telephony applications including outbound dialing software
  • Ensure all investor requirements are met while remaining within compliance of all statutory and regulatory obligations
  • Proficiency in authoring SQL based coding for ad hoc reporting and contact table segmentation for servicing operations
  • Identify and execute short and long-term strategy adjustments or enhancements to drive contact center performance
  • Provide guidance and day to day support for the Servicing Group including technical support
  • Successfully plans, measures and delivers process improvement projects with cross-functional teams and departments
  • Maintains an understanding of data warehouse structure to extract, summarize, and utilize data from varied sources, and provides data-driven recommendations to business units and stakeholders
  • Manages regression testing through Development, User Acceptance Testing and Production project deploymen
  • Acts as the first contact for business system issues
  • Must be able to work independently
  • High attention to detail and organizational skills
  • Ability to work a flexible schedule outside of typical business hours

Job Requirements

  • Bachelor’s degree (B.A.) from a four-year College or University; or three to five years related experience and/or training; or equivalent combination of education and experience.
  • Genesys/Interactive Intelligence subject matter expert, with 1-3 years of experience preferred 
  • Basic SQL experience
  • Project management experience preferred
  • Familiarly with regression testing in DEV/UAT environments

Other Related Duties:

Performs other related duties as assigned.


To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Certificates, Licenses, Registrations

None required



Freedom Mortgage is a privately held, full-service residential mortgage lender licensed in all 50 states, Washington D.C., Puerto Rico and the Virgin Islands. We are one of the largest and fastest-growing privately held mortgage companies in the country, as well as a top 5 residential lender in the USA. Freedom Mortgage currently services more than 225 billion dollars in loans. And we are continuing to grow! Freedom Mortgage is proud to be recognized by Inc. Magazine’s, Inc. 5000 rankings for the fastest growing private firms in the nation for six consecutive years (2013-2018).

Freedom Mortgage has over 4000 employees and offices nationwide. Locations include suburban Philadelphia (we have multiple sites in Southern New Jersey) and Fishers, IN, two regions where we were named Top Workplaces (The Indianapolis Star named Freedom Mortgage at Top Workplace four years in a row). We also have large operating centers in Melville, NY; Jacksonville, FL; San Dimas, CA; and Tempe, AZ; and Columbia, MD

Freedom Mortgage team members enjoy our total rewards program, including excellent benefits, perks, business casual dress, rewards programs, training, development and career opportunities. Community spirit is one of our shared values and Team Freedom Cares is our philanthropic arm helping us get involved in the communities in which we operate. Learn more about us and apply!

Freedom Mortgage Corporation is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, gender, sexual orientation, national origin, or their status as a protected veteran or an individual with disabilities. Local applicants encouraged to apply. Employment contingent upon successful completion of background investigation. Smoke-free workplace. Drug-free work environment. Excellent benefits package including medical, dental, vision and 401(k). All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search. LENDER NMLS ID:2767

Equal Opportunity Employer- Minorities/Females/Disabled/Veterans

Job Snapshot

Employment Type Full-Time
Job Type Other
Education 4 Year Degree
Experience 3 to 5 years
Manages Others Not Specified
Industry Other Great Industries
Required Travel Not Specified
Job ID 4767
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Dialer Analyst

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