• Business Systems Analyst (Omni)

    Job Locations US-CA-San Diego
    Job ID
    Job Type
    Regular Full-Time
    Centers of Excellence
  • Description:

    BofI Federal Bank [NASDAQ: BOFI] with over $9 billion in assets, continues to be one of the fastest growing banks in the nation! We are in the top 5 on-line banks in the country!

    • Configure, deploy and maintain customer contact channel configurations and integrations with the Salesforce platform, primarily related to Five9 (Call Center and IVR)
    • Provide day-to-day troubleshooting for user issues, setup, and administrative support of multiple contact channels
    • Develop and maintain current documentation for all customer and agent telephony channels, ensuring the customer journey in all channels is documented
    • Influence business stakeholders to design solutions from the perspective of the customer above all else
    • Assess improvement opportunities from stakeholders and facilitate discovery documentation for new projects
    • Actively drive projects to meet committed delivery dates.
    • Ensure release management adheres to established release protocols and quality standards
    • Support the development and maintenance of enterprise-wide, standardized contact channel reporting (bank-wide, business unit, team, individual) that encompasses customer, internal efficiency and productivity

    Key Skill Sets or Knowledge Requirements:

    • Intellectual Curiosity​: Proven ability to rapidly master new systems, technology and apply critical thinking to identify impact of administrative changes
    • Results Oriented: A driver who possess the ability to take actions and implement effective solutions in a timely manner.
    • Teamwork: Energy and teamcapability; the ability to lead, motivate and rally stakeholders. Ability to influence others without a direct reporting relationship
    • Ethics: Highest level of professional integrity and honesty as well as personal credibility
    • Innovative: Dedication to maintaining cutting edge talent with the courage to implement new ideas

    Desired Career Experience & Education Requirements:

    • ​2+ years experience administering and configuring technology system
    • Experience working in a contact center and/or understanding of contact center best practices 
    • Experience configuring custom platform reports and dashboards
    • An unending source of positive energy, perspective, and constructive feedback
    • A relentless drive to make the customer experience amazing


    Job Functions & Work Environment


    While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc.


    The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.


    Equal Employment Opportunity


    BofI Federal Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex , gender identity and expression, sexual orientation, national origin, ancestry, citizenship status, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability, or any other protected status in accordance with all applicable federal, state and local laws. Candidates must possess authorization to work in the United States.




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