Business Analyst Jobs

The POWER of a CAREER! Northpointe Bank is seeking a detail oriented, customer service minded individual to join our team as a Business Analyst – Loan Servicing. This position requires an individual who has the desire to make a difference within the organization. An exceptional ability to grasp new concepts and learn while providing excellent service is critical for this position.

If you have been looking for an opportunity in the banking/mortgage industry, have the desire to work hard , are dedicated to your individual success, and take pride in the achievement and growth within a team, then we want to hear from you!!!

The Business Analyst is responsible for the focus on the advancing capabilities which improve the experience of internal Northpointe customers (workforce) within Customer Care & Experience, the Digital Workplace Experience team focuses on driving adoption and improving business value of deployed End User Technologies. This position requires an individual with the ability to create, interpret, and apply policy, make decisions regarding what the organization will do in relation to the scope of the department, and exercise discretion about significant matters.

Responsibilities

• Develop reports and dashboards utilizing industry-standard software tools such as Microsoft Power BI, SSRS, and/or Tableau.
• Develop graphically rich data visualization tools and KPIs.
• Guides continuous improvement efforts for the Contact Centers and Enterprise Voice.
• Additional role will include Business Intelligence Backup Support for Loan Servicing:
• Collaborates with team members to ensure system availability for Contact Center Services.
• Provides specialized troubleshooting for all Contact Center technology, including the recording solution, IVR, toll free numbers, call routing & quality, and workforce management connectivity.
• Supports Call Center historical reports and recording technology.
• Capacity analysis to ensure we have adequate licensing, concurrent calls for existing VOIP connectivity.
• Manage change control process to ensure any changes in the environment will not be impactful to call center operations.
• Assist the primary NorthpointeRing Central relationship manager - interacts daily with the contact center management & external partners to ensure that their technical/UX/support needs are met.
• Drives technical conference bridge calls to supervise repair work, address questions, ensure policy adherence, provide vendor escalation during repair process to ensure SLA compliance and timely resolution.
• Maintains policies, standards, knowledge base articles and guidelines to ensure that systems are consistent across the company.
• Work with various business units to provide insights into business process efficiency and process improvement through accurate and concise data reporting.
• Lead major incident management support calls, ensure the right resources are engaged, escalations accurately completed to Amgen leadership or Vendor/Manufacturer.
• Establish relationships with internal/external partners to ensure excellent support system.
• Other projects as assigned.
• Develop and maintain a reporting data warehouse using Microsoft SQL Server and related tools such as SSIS and SSAS.
• Supports Call Center historical reports and recording technology provides report building assistance to managers.
• Interacts with Ring Central to ensure the overall health of the system including monitoring, moves, adds, changes, system back-ups.

Requirements

• Strong problem-solving skills along with the ability to identify and correct errors and inconsistencies.
• Extensive knowledge of Microsoft SQL server and T-SQL programming.
• Statistical analysis using tools such as R not required, but a plus.
• Understanding of Microsoft Office including Excel and Visio.
• Bachelor's degree in a relevant field, such as Information systems, information technology, and/or data science is strongly preferred.
• Excellent verbal and written communication skills.
• Ability to establish, implement, and enforce appropriate IS standards to meet business requirements.
• Strong interpersonal skills and understanding of the Project Management lifecycle.
• Experience building and maintaining Ring Central Call Center products.
• At least three years of experience with business intelligence and reporting/data visualization tools. Work history in the residential lending industry a plus.
• Effective interpersonal and communication (written and verbal) skills.
• At least three years relevant experience in Call center environment, experience in mortgages and customer service preferred. Expertise in Omni-channel strategies for inbound and outbound contact to include IVR, SMS, Email, Chat.
• Comfortable with ambiguity and willing to take principled bets on new technology.
• Any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities.
• Understanding of FDIC Compliance Regulations, Federal and State collection, and regulations preferred. Understanding of the TCPA as it relates to establishing outbound dialer campaigns.
• Understanding of Video and Voice over IP (VoIP) protocols (SIP, H323, H264, H265, Opus, G.722, etc.)
• Effective project management skills and the ability to proactively problem solve.
• Understanding of Call Manager and MVP products
• Ability to pay attention to detail while handling a high volume of work with multiple interruptions.
• Solid attention to detail to identify system design issues before installation.
• Ability to "think big" and challenge conventional wisdom regarding technology refresh and hype.
• Ability to work effectively in a team-oriented environment as well as independently.
• Ability to communicate with business groups outside of IS.
• Professional demeanor and interaction with all customers.
• Ability to perform market and competitor analysis.
• Understanding of basic networking principals (DNS, QOS, DHCP, UDP, and other areas needed for successful deployment of voice and contact center services)

Our Hiring Philosophy

Northpointe Bank recognizes that the quality of our people is the foundation for our success. Attracting individuals who value a challenging work environment that rewards the contributions of its people is the cornerstone of our hiring philosophy.

It is the policy of Northpointe Bank and its subsidiaries to provide equal employment opportunities (EEO) to all persons regardless of age, race, sex, religion, national origin, handicap, marital status, or other attributes not pertinent to the job requirements. This policy reflects our practice of making all employment decisions, from recruitment to promotions, based on an individual's qualifications without discrimination on any basis.

Benefit Information

• Life, LTD, & AD&D
• Tuition Assistance
• Dental
• Medical
• Dependent Care Spending Plan (DCSA)
• Employer Stock Ownership Plan with 401(k) feature and company match
• Vision
• Complimentary Banking Services

AA - EOE