Job Description

$17/hour

Job description

The Production Support Analyst I is responsible for Tier 1 and some Tier 2 tasks to support client file management, reporting, resolving exception, and error handling. These duties would include managing letter submission and pickup from letter vendors and managing file drop and pickup from scrub vendors. Most all of these processes are automated. The Production Support Analyst will also provide Tier 1 services for Debt Manager functional services.

Essential Job Functions

Must have Excell knowledge.

· Monitors automated jobs for Placement, Maintenance and other daily files. Reviews error and exception logs and resolves any outstanding issues.

· Manually uploads files for new clients until their workflow is automated.

· Audits daily placement files and approves client acknowledgements.

· Supports DM functional service tickets to include identity management to include DM setups for new users, password resets and changes, terminate user accounts, merge accounts, purge accounts, assign agents to offices, Create and make changes to work groups, associate auto assign to client headers.

· Develops, debugs, and makes changes to Crystal Reports.

· Manages workflows to produce reports for internal users and external clients.

· Analyze errors, logging and exceptions and takes corrective actions to ensure proper processing of files and reports.

· Assists Sr. Business Analyst by interfacing teams to provide support to include documenting projects, requirements or problem statements.

· Maintains CRM information for Sales and Executives.

· Adheres and openly supports all MBW Corporate, IT, ISO and other policies, procedures, processes and work instructions.

· Ability to learn and utilize CRS Debt Manager software to perform essential job duties.

· Ability to edit and deploy report generation utilizing SSRS.

· Train internal users to utilize self-service for reports.

· Validate file transfers and correct any out of bound issues with receipt or delivery of files.

· Ability to utilize PGP and SFTP software.

· Ability to communicate verbally and in writing to users at all levels of the organization.

· Setting or standing for long periods of times with ability to occasionally lift up to 30 lbs.

· Document workflows, processes and changes to client production operations services to ensure knowledge base is current for other peers learning needs.

· Ability to identify problems and work effectively with developers to resolve automation, file transfer and reporting issues.

Requirements

Knowledge: 1+ years of experience in the IT industry required with 3+ preferred.

Skills/Aptitudes: · Organized and detail oriented with the demonstrated ability to work in a fast-paced environment, multifaceted and works well under pressure. A good understanding of networking/distributed computing environment principles and concepts and solid understanding of end user support methodology and techniques.

Interpersonal Skills: Ability to prioritize conflicting demands, take initiative, work proactively and be resourceful; outstanding interpersonal skills with the ability to work both independently and collaboratively with a diverse set of personalities and a strong client focus; and self-starter with a desire to grow/learn. Proven ability to teach and interact effectively in difficult situations.

McCarthy, Burgess & Wolff, a collections firm headquartered in Bedford, Ohio, is experiencing expansive growth in its three locations. Similarly, our Collection team is expanding to match the growing client service needs of our company. What does this mean for you? It means an opportunity to work with a team that is hard-working, innovative, and thrives on team-oriented progress. The right candidate will have the ability to fully immerse themselves in an essential function of our business.

McCarthy Burgess & Wolff, Inc. (MB&W) is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions at MB&W are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Job Type: Full-time

Salary: $16.00 - $17.00 per hour

Benefits: