Business Systems Liaison
hace 5 días
About the Role
We are seeking a highly skilled Business Systems Liaison to join our team at Popular. This is a unique opportunity to work with cutting-edge technology and make a real impact on our customers' lives.
Key Responsibilities
- Administer, coordinate, manage, and support call center applications to ensure sustained operational performance.
- Work with business units to optimize the use of call center and collections applications.
- Perform changes and updates to provide business units with requirements and needs for optimization.
- Establish planning and execution of tests, certification of application releases and changes, and preparation of requirements documents to improve operational processes.
- Collaborate with senior/lead system engineers to understand and implement IT infrastructure designs and rollouts.
- Experience and understanding of Call Center applications integration with collection's applications.
- Participate in scrum meetings, collaborate in task prioritization process, prepare and document standard operating procedures and protocols.
- Develop standard documents for diagnosing and testing of issues, communicate new releases and/or changes to business units, and ensure time frames are met according to all requirements.
- Perform test scripts and certify production phase, testing (UAT) of platform after OS & application patches or upgrades, and responsible for daily maintenance of our applications and users that support our Call Center and collections systems.
- Assist in technical support of server environment and applications residing on these servers, work with technical/support/incident teams to identify needs and mitigate risks, and perform recurring procedures, validate application usability, and monitor system stability.
- Looks for and suggests improvements to applications, recommend new capabilities based on KPI monitoring, identify customer challenges, and articulate them to broader teams.
Requirements and Qualifications
- Bachelor's or master's degree in computer science or engineering, Information Systems, or related areas.
- Collection Systems and/or Call Center Experience (2 years preferred), working as a System Administrator (3 years preferred), and experience in Outbound & Inbound Configurations and access Routings.
- SQL programming skills, Power BI Knowledge, Excellent communication skills in English and Spanish, both verbal and written, and ability to meet deadlines.
- Project Management skills, analytical skills, problem-solving skills, and excellent interpersonal skills and teamwork.
What We Offer
- Competitive salary: $85,000 - $110,000 per year, depending on experience.
- A comprehensive benefits package, including health insurance, retirement plan, and paid time off.
- The opportunity to work with a leading financial institution and contribute to the growth and development of our team.
About Us
Popular is Puerto Rico's leading financial institution, dedicated to making our customers' dreams come true by offering financial solutions in each stage of their life. We value our employees' diverse skills, experiences, and backgrounds and offer a wide variety of services and financial solutions to our customers, with presence in the United States, the Caribbean, and Latin America.
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