26-0017 TEMP - Analyst - Vendor Management

VRM Mortgage Services•Carrollton, TX

3d•Hybrid

About The Position

Serve as subject matter experts that collect, review and analyze data to be able to summarize and report the findings. The essential functions of the position include, but are not limited to: Task Management, Service Excellence, and Quality Assurance. Management retains the discretion to add to or change the duties of the position at any time.

Requirements

Some college course work; Bachelor's Degree preferred or five plus years’ experience
Three to five years in experience in customer service or vendor management experience preferred
Principles and processes for providing customer service
Structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
Microsoft Office (emphasis on Excel, Outlook, and Internet Explorer)
Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
Reading Comprehension: Understanding written sentences and paragraphs in work related documents
Speaking: Talking to others to convey information effectively
Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do
Time Management: Managing one's own time and the time of others
Service Orientation: Actively looking for ways to help people
Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
Persuasion: Persuading others to change their minds or behavior
Active Learning: Understanding the implications of new information for both current and future problem-solving and decision-making
Monitoring: Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action
Conflict Resolution: Using verbal and nonverbal communication skills to successfully resolve conflicts
Problem Solving: Identifying and working through details of a problem to develop and evaluate options and implement solutions
Oral Expression: ability to communicate information and ideas in speaking so others will understand
Oral Comprehension: ability to listen to and understand information and ideas presented through spoken words and sentences
Speech Recognition: ability to identify and understand the speech of another person
Speech Clarity: ability to speak clearly so others can understand
Written Comprehension: ability to read and understand information and ideas presented in writing
Written Expression: ability to communicate information and ideas in writing so others will understand
Inductive Reasoning: the ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events)
Deductive Reasoning: ability to apply general rules to specific problems to produce answers that make sense
Problem Sensitivity: ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem
Near Vision: The ability to see details at close range (within a few feet of the observer)

Responsibilities

Prepare standard, and ad-hoc reports for review, forecasting and analysis of data collected
Manage portfolios, tasks or assignments to completion
Manage, source and assign vendors, if necessary
Escalate issues to proper department or supervisor for resolution or reassignment
Research solutions when necessary to complete the task
Approve items in scope of authority for completion
Respond to client’s/vendor’s/customer’s requests or questions via phone, email, portal or fax
Train vendors, clients or customers on internal processes when needed
Audit vendor’s, client’s and company’s effectiveness for performance and improvement opportunities
Audit vendors, clients and company for compliance to state and federal requirements as well as contract compliance
Communicate audit results and findings to management, clients or vendors as directed
Conduct periodic audits to identify corrective action needed for deficiencies
Review and test findings then suggest improvements for resolution to manager
User Acceptance Testing, as necessary