Velocify CRM & Lead Optimization Analyst (REMOTE) - Lakeview Loan Servicing

Lead Management & Call Center Support:

• Lead project discovery meetings as the subject matter expert to understand business requirements, provide guidance on best practice, and execute enhancements.
• Coordinate and direct external partners on lead routing and telephony system changes.
• Work directly with IT partners on technical changes required for successful integration of 3^rd party systems with the lead management system.
• Collaborate with the Marketing/Sales Optimization Manager to manage the configuration, maintenance, and enhancement of the Velocify lead management system.
• Manage a user support inbox to help triage and resolve any system outages or issues.
• Assist with the day-to-day operations of the call center by monitoring call quality and lead disposition data.
• Create and test API posts to receive, send, and update internal and external systems.

Data/Analysis & Reporting:

• Liaise with marketing channel managers to understand new campaigns and recommend best call routing and lead distribution practices for optimized conversion.
• Generate and maintain regular and ad-hoc reports to help measure marketing and sales activity and performance.
• Analyze sales & marketing reporting to identify and present enhancement or optimization opportunities to business managers and senior leaders.
• Evaluate lead, call, and pipeline activity of MLOs to drive performance improvement.

System/User Readiness:

• Complete account setup and credentialing as well as provide support to new and existing users across the originations organization.
• Provide employees with systems and process workflow resources and other support materials.
• Develop training material and teach the training department on how to train new hires.
• Present continuing education material to seasoned MLOs to ensure new features and enhancements are effectively rolled out.

• Bachelor’s degree in Business, Marketing, or a related field; or equivalent experience
• Minimum of 2 years experience in marketing and sales operations
• Ability to exercise independent judgment and autonomy
• Proven experience with Velocify or similar CRM platforms is essential.
• Proficient in MS Excel, PowerPoint, Publisher, PowerBI. SQL experience a plus
• Excellent analytical and organizational skills.
• Ability to work cross-functionally and manage multiple projects simultaneously.
• Strong communication and interpersonal skills.

Bayview is an Equal Employment Opportunity employer.  All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.

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