Job Information
Regions Bank Dialer Business Systems Analyst III in Hoover, Alabama
Thank you for your interest in a career at Regions. At Regions, we believe associates deserve more than just a job. We believe in offering performance-driven individuals a place where they can build a career --- a place to expect more opportunities. If you are focused on results, dedicated to quality, strength and integrity, and possess the drive to succeed, then we are your employer of choice.
Regions is dedicated to taking appropriate steps to safeguard and protect private and personally identifiable information you submit. The information that you submit will be collected and reviewed by associates, consultants, and vendors of Regions in order to evaluate your qualifications and experience for job opportunities and will not be used for marketing purposes, sold, or shared outside of Regions unless required by law. Such information will be stored in accordance with regulatory requirements and in conjunction with Regions’ Retention Schedule for a minimum of three years. You may review, modify, or update your information by visiting and logging into the careers section of the system.
Job Description:
At Regions, the Business Systems Analyst conducts business process analysis, needs assessments, and preliminary cost/benefits analysis in an effort to align information technology solutions with business initiatives. This position may function as liaison between the line of business and the Information Technology (IT) department.
Primary Responsibilities
Formulates/defines specifications for moderately complex operating software programming applications or modifies/maintains complex existing applications using engineering releases and utilities from programs
Analyzes and evaluates existing or proposed systems and devises computer programs, systems and related procedures to process data
Prepares charts and diagrams to assist in problem analysis and submits recommendations for solution
Prepares program specifications and diagrams and develops coding logic flowcharts
Encodes, tests, debugs and installs the operating programs and procedures in coordination with computer operations and user departments
Reviews progress and evaluates results
Reports inconsistencies to the attention of management and suggest problem resolutions and business process improvements
Certain business groups may require on call support rotation after hours and/or weekends
This position is exempt from timekeeping requirements under the Fair Labor Standards Act and is not eligible for
overtime pay.
Requirements
High School Diploma or GED and ten (10) years of related experience OR
Or Bachelor's degree and six (6) years of related experience
Preferences
Banking or financial services industry experience
Experience providing application support to include troubleshooting
Experience with business intelligence tools
Experience creating relational database queries
Familiarity with agile and/or waterfall methodologies
Project Management and testing experience
Skills and Competencies
Ability to plan, schedule and execute multiple concurrent activities
Ability to use application programming interface (API) tools
Ability to work in a team environment
Actively demonstrates a complex working knowledge of systems and software development concepts, practices, and procedures
Advanced ability to research, analyze data, and derive facts
Excellent communication and customer service skill
Excellent organizational, and analytical skills
Knowledge of applicable testing tools and effective implementation
Problem solving and priority management skills
Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook, etc.)
The manager will set the work schedule for this position including in-office expectations. Regions will not provide relocation assistance for this position, and relocation would be at your expense. The location available for this role is Hoover, AL.
Additional Skills and Competencies:
The ideal candidate would combine technical expertise with a customer-centric approach to deliver seamless experiences for both agents and customers.
Analytical work experience.
Contact Platform Experience, Genesys Cloud experience strongly preferred.
Strong analytical and problem-solving abilities.
Experience with database query languages and data visualization tools is a plus (e.g., SQL, SAS, Python, PowerBI).
Excellent written and verbal communications skills. Must be able and willing to communicate/administer actions to 75+ agents and supervisors.
Customer-centric mindset with a passion for delivering exceptional service.
Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products.
Additional job responsibilities:
As a Dialer Business Systems Analyst, you'll be a go-to person for ensuring the smooth operation of our contact center platform, particularly focusing on the dialer system.
Responsible for day-to-day performance and support of the contact center platform. This involves troubleshooting any issues that arise and ensuring that operations run smoothly and efficiently from a KPI standpoint.
Must collaborate and work well as a team with fellow analysts and admins on common goals for supporting the contact platform and organization.
Manage dialer strategy performance ensuring to deliver strong service levels, occupancy, and call routing to ensure KPI's are met and customer satisfaction.
Assist in managing daily list processes and load balancing from various CRM systems, aligning with defined omnichannel strategies, and analyzing their effectiveness.
Develop a deep and comprehensive understanding of multiple channels of reaching customers and methods, including predictive, preview, and SMS/email campaigns.
Additionally, this position will ensure compliance with internal and external policies, controls, and regulations, while driving adherence policies to ensure effective controls exist to safeguard company assets.
Establish strong relationships with internal and external stakeholders to address critical enhancements, performance issues, and downtime affecting the contact center.
Ensure system readiness daily, minimizing outages or delays to business processes.
Provide guidance and day to day support for our agents and customers.
Must be a strong and willing communicator and facilitator.
Be curious and engaged. Have an ongoing drive for improvements and learn new technologies, tools, and applications to reduce costs and/or improve productivity.
Position Type
Full time
Compensation Details
Pay ranges are job specific and are provided as a point-of-market reference for compensation decisions. Other factors which directly impact pay for individual associates include: experience, skills, knowledge, contribution, job location and, most importantly, performance in the job role. As these factors vary by individuals, pay will also vary among individual associates within the same job.
The target information listed below is based on the Metropolitan Statistical Area Market Range for where the position is located and level of the position.
Job Range Target:
Minimum:
$87,676.00 USD
Median:
$112,120.00 USD
Incentive Pay Plans:
This job is not incentive eligible.
Benefits Information
Regions offers a benefits package that is flexible, comprehensive and recognizes that "one size does not fit all" for benefits-eligible associates. (https://www.regions.com/about-regions/benefits/benefits-eligibility) Listed below is a synopsis of the benefits offered by Regions for informational purposes, which is not intended to be a complete summary of plan terms and conditions.
Paid Vacation/Sick Time
401K with Company Match
Medical, Dental and Vision Benefits
Disability Benefits
Health Savings Account
Flexible Spending Account
Life Insurance
Parental Leave
Employee Assistance Program
Associate Volunteer Program
Please note, benefits and plans may be changed, amended, or terminated with respect to all or any class of associate at any time. To learn more about Regions’ benefits, please click or copy the link below to your browser.
https://www.regions.com/welcometour/benefits.rf
Location Details
Riverchase Operations Center
Location:
Hoover, Alabama
Bring Your Whole Self to Work
We have a passion for creating an inclusive environment that promotes and values the differences that make each of us stand out as unique individuals and help provide valuable perspective that makes us a better company and employer. More importantly, we recognize that creating a workplace where everyone, regardless of background, can do their best work and thrive is the right thing to do.
OFCCP Disclosure: Equal Opportunity Employer/Disabled/Veterans
Job applications at Regions are accepted electronically through our career site for a minimum of five business days from the date of posting. Job postings for higher-volume positions may remain active for longer than the minimum period due to business need and may be closed at any time thereafter at the discretion of the company.