Jonathan Diggs Email & Phone Number

Newark, De

Newark, De

Produces various analyses related to the Collections line of business, with an emphasis on the Department of Education portfolio, focusing on increasing revenue while maintaining the success of customers in achieving financial success. Responsible for production and maintenance of several business critical data sources utilized by various lines of businesses within the company. Tasked with file production and transmission to several outside vendors to enhance skip tracing activities, also focused on increasing the success of vendor skip tracing to reduce cost while increasing accurate results.

Newark, De

Responsible for performing analysis on a variety of projects impacting both the IVR and Call Center. Also tasked with creation, distribution, and automation of several reports daily, weekly, and monthly to key business partners monitoring ongoing projects and standard IVR functionality. Work closely with leadership both inside and outside of the Operation Servicing Area to size impacts of potential projects and integrate them into the IVR without disturbing overall functionality.

Design and perform analysis of IVR/Desktop log data (traffic) using a Oracle database, in support big rock objectives, enterprise initiatives, and tactical requests (e.g. LOB specific requests, IVR release measurement) with emphasis on Customer Segmentation, Treatment, and Revenue Generation. Partner with BPM and AIM for end to end view. Synthesize results, generating supporting detail and executive summaries. Make recommendations to appropriate forum (e.g. IVR Change Request Process, IVR Release Planning, etc.).

Work closely with the Channel Analytics focusing on writing code within SQL/SAS and Oracle. Primary focus is on the Card and Business Lending IVRs. Responsible for producing the daily Consumer Customer Service IVR Effectiveness and IVR Pay-By-Phone reports, as well as assisted in the creating and subsequent monthly production of the Card IVR Monthly Performance Review. Assisted in the analysis and creation of Business Requirement Documents for tactical implementation into the Card IVR application with a goal in increase both Card IVR Effectiveness and Card IVR Customer Delight.

Develop and conduct user acceptance testing of new and existing IVR Credit Card, Deposits, and Business Lending applications on both tactical changes as well as corporate releases. Work closely with members of the Design and Development teams to triage defects and ensure the changes being implemented provide the appropriate customer experience.

Rendered decisions by actively speaking with applicants to develop detailed financial information, completing a cash flow analysis, and thoroughly documenting necessary application development. Emphasis is placed on quality development, account activation, and solicitation of cross-sell opportunities, while managing to acceptable risk thresholds.

Collected delinquent accounts through 120 Day delinquency stage, for both Consumer Finance and Sales Finance products. Maintained monthly team tracker and communicated Month End projections to management.