Customer Communication System Administrator

The Customer Communication System Administrator is responsible for managing day to day operation functions for customer communication tools in support of Customer Service and Collections, including the IVR, websites (internal and external) and Fidelity Online Letter Writer (OLLW) Letters. The position is responsible for the completeness, accuracy and consistency of customer communication across all media.

The Customer Communication System Administrator will provide support across multiple functions and as such must establish and maintain good working relationships with all levels of management, including IT and vendors. The system administrator will work closely with the Customer Empowerment Manager to insure that communication of survey results and actions taken are updated on a timely basis

The system administrator is responsible for initiating and implementing simple and complex changes to the IVR, website and written correspondence. This includes completion of testing and obtaining the necessary approvals.

Responsibilities for this position also include setting up, changing, and deleting letters; ensuring that all letters have proper manager and compliance approval; and maintaining a library of letters and procedures for OLLW duties. In addition, this system administrator is responsible for designing enhancements for the look and feel of the customer websites and the creation of billing statement inserts.

At times, the position will require extended work hours as it relates to projects and deadlines.

Scope of Responsibilities and Authority to Act
This position has decision making authority in relation to IVR, websites, and customer communication programming changes and special project completion. This individual must work with minimal supervision.


Duties
1. Review customer facing systems to ensure completeness and ensure consistency in communications to borrowers across IVR, websites and written correspondence
2. Drives increase in self fulfillment usage to reduce expense per interaction. Analyze usage of all customer communication functions and make recommendations for enhanced borrower self fulfillment tools that result in lower servicing costs
3. Create and produce reports to indicate effectiveness of customer fulfillment tools.
4. Research industry trends and standards for customer communications and borrower self fulfillment tools
5. Provide first level resolution for IVR and website issues, assignment of second level trouble shooting and follow-up to ensure resolution is completed timely and accurately. Serves as single point of contact for all issues, escalations and enhancements.
6. Insure seamless transition to the new building, including consistency in reporting and system functionality. Serve as IT point of contact for new system requirements and implementation.