Green Dot Corporation is an entrepreneurial venture in the consumer financial services/retail space. Green Dot is America’s first and largest provider of retailer-sold prepaid debit cards. Green Dot’s Visa, MasterCard and Discover Network reloadable prepaid products offer customers the convenience of a debit or credit card without the need for a credit check or bank account. The company also operates the Green Dot Financial Network, among the nation’s largest retail financial networks. The extensive network provides cash acceptance services such as prepaid card reloading and remittance cash collection. Green Dot is in more than 50,000 U.S. locations including Wal-Mart, Rite Aid, Kroger, CVS/pharmacy, RadioShack, The Pantry, and Walgreens. Green Dot is headquartered in Monrovia, Calif. Major investors include Sequoia Capital, GE Capital and Total Technology Ventures, an affiliate of Synovus Financial Corporation. For more information, visit www.greendotcorp.com and www.greendotonline.com.
POSITION OVERVIEW:
Under direction of Manager of IVR Development, the IVR/Voice User Interface (VUI) BSA participates in the detailed design, construction, documentation, and support of telephony Speech- and DTMF-based user interface systems that meet established specifications, design criteria, quality standards and business requirements. Green Dot has global Call Centers in 3 different continents. The IVR is callers’ first point of contact, and therefore, is a mission-critical application to the organization. The BSA will provide the highest quality analysis to ensure the timely delivery of process automation and enhancements that meet the organization's evolving needs.
Green Dot Corporation is an entrepreneurial venture in the consumer financial services/retail space. Green Dot is America’s first and largest provider of retailer-sold prepaid debit cards. Green Dot’s Visa, MasterCard and Discover Network reloadable prepaid products offer customers the convenience of a debit or credit card without the need for a credit check or bank account. The company also operates the Green Dot Financial Network, among the nation’s largest retail financial networks. The extensive network provides cash acceptance services such as prepaid card reloading and remittance cash collection. Green Dot is in more than 50,000 U.S. locations including Wal-Mart, Rite Aid, Kroger, CVS/pharmacy, RadioShack, The Pantry, and Walgreens. Green Dot is headquartered in Monrovia, Calif. Major investors include Sequoia Capital, GE Capital and Total Technology Ventures, an affiliate of Synovus Financial Corporation. For more information, visit www.greendotcorp.com and www.greendotonline.com.
POSITION TITLE: Business Systems Analyst, with IVR/Voice User Interface focus
RESPONSIBILITIES:
Design, create and document effective, natural language callflows with a high degree of usability.
Analyze and define system requirements for IVR applications to meet business requirements.
Prepare and maintain complete business requirement specification and design documents.
Facilitate the coordination of technical projects by acting as the liaison between the business users/stakeholders and various systems groups.
Work closely with business managers to gain in-depth understanding of business issues; identify, analyze, and translate business needs into functional specifications; and work closely with the Project Management Office (PMO) in the implementation of solutions.
Work on project deliverables while supporting day-to-day production activities.
Interface between Business Units and Information Technology (IT).
Conduct the documentation review meetings; obtain approval signatures to proceed.
Participate in projects through the various phases of the SDLC.
Initiate Architectural review.
Attend internal technical project meetings, as needed.
Attend meetings with external vendors.
Attend QA bug meetings.
Assess business risk, potential severity, probability and strategy.
Coordinate user acceptance testing of system enhancements and projects.
Provide stabilization confirmation.
Provide post production support and assess system health.
Create and maintain IT Business Requirement Document (BRD) or Software Requirements Document (SRD) or other equivalent written documentation.
Create and maintain callflow documentation using Visio, MS Word, Excel, PDF, Sharepoint, and other like tools.
Create and maintain script documentation.
Supervise script translations and recordings.
Document process flows and system specifications.
Review enhancements and projects after implementation to ensure compliance to specifications and objectives as well as backward compatibility with existing systems.
Facilitate the resolution of reported issues, directing the necessary resources as each item warrants.
Perform troubleshooting and analysis to assess root cause of application and data issues.
Maintain a high degree of business functional knowledge and knowledge of current automated technologies and tools.
Adhere to all policies and procedures concerning all confidential information including but not limited to internal use and restricted information, including Protected Consumer Information (PCI) and Protected Health Information (PHI).
Adhere to all Company Health and Safety policies and procedures.
Administer duties as defined by the Green Dot performance review plan within the required deadlines.
Other duties as assigned by supervisor.
QUALIFICATIONS: (MUST HAVES)
Facility with natural language, and English in particular.
Minimum of 3 years professional experience in an IT environment.
Minimum of 1 year professional experience in analysis.
Minimum of 1 year experience with IVR / callflows / scripts.
Minimum of 1 year Microsoft Visio experience.
Experience working with IVR systems.
Demonstrated knowledge and experience in requirements gathering.
Strong experience with systems analysis and functional design.
Experience with specification documentation and problem resolution.
Thorough understanding of the full software development life cycle.
Ability to communicate effectively, verbally and in writing, with technical, business, and management staff.
Excellent interpersonal skills with the ability to develop cohesive working relationships with internal and external clients.
Flexibility to adapt to change and willing to learn and develop new skill sets as applicable.
Pre/post-implementation support skills involving user functional support and high-level troubleshooting. Application and technical architecture disciplines.
PREFERRED: (all of these would be pluses, but none is absolutely required)
Experience with speech recognition systems.
Bachelor’s degree in a business, financial or technical field.
Experience working in an IT development environment based on Microsoft .NET framework.
Banking and/or credit card systems (stored value systems) experience.
Experience using Sharepoint.
SQL Server Query Analyzer and SQL Server Enterprise Manager.
Project management experience.
Client-server application development experience and concepts familiarity.
Web application development experience and concepts familiarity.
RDBMS skills and SQL knowledge.
UML process experience.
Knowledge of the Spanish language.
Linguistics (grammars, syntax, semantics, phonology) background a plus.
We offer competitive compensation and benefits package including Medical, (HMO & PPO), Dental, Vision benefits, 401k Plan, Life Insurance, Short and Long Term Disability, paid vacation, holidays and sick time! If you meet the qualifications and are enthusiastic about contributing your talents and skills to a company that is #1 in their marketplace, please submit your resume to jobs@greendotcorp.com or apply directly by clicking on the following link: https://home.eease.com/recruit/?id=223808.