Business Process Analyst (Voice)

Job Title: Business Process Analyst (Voice) Role Descriptions:

"• Engage with members through 100% phone-based interactions to understand their financial circumstances related to delinquent accounts, providing customized solutions and education to improve their overall financial well-being and resolve outstanding balances.

• Utilize strong analytical and problem-solving skills to quickly assess the reasons behind account delinquencies and develop effective strategies for resolution, including exploring payment options and financial assistance programs.
• Employ exceptional communication and negotiation skills to establish mutually agreeable payment arrangements, adhering to established guidelines and regulatory requirements for collections activities.
• Leverage critical thinking to navigate complex and potentially sensitive situations, identify potential risks, and ensure compliance with all applicable local, state, and national laws and regulations governing collections practices.
• Maintain meticulous records of all member interactions, collection attempts, and outcomes in the designated database, ensuring accurate and up-to-date information for compliance and audit purposes.
• Effectively manage multiple tasks and prioritize responsibilities in a dynamic, Windows-based environment, while adhering to collection-related performance metrics.
• Service both inbound and outbound phone calls across all USAA product lines, leveraging automated and manual outbound dialing systems to collect payments and arrange payment plans, while consistently meeting performance standards specific to the collections function.
• Complete necessary account verification and maintenance tasks with precision and attention to detail, ensuring accurate records for collections activities"

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.