About Access Group

Responsibilities:

System Implementation Analyst (Consultant)

Successful candidates will possess:

This is a consultant position.
• College graduate with Bachelors or Associates degree or equivalent AGI experience
• Previous Business/Systems Analyst experience
• Ideal candidate is someone with experience in UAT testing, displays outstanding flexibility and initiative, and is looking for a developmental opportunity regardless of current grade.
• Previous experience with gathering requirements or testing development
• Working knowledge of Rational Suite of tools (Clear Quest, Test Manager)
• Adept at using computer office management tools-word processing, electronic mail, scheduling, etc. as an integral part of day to day activity.
• Proven ability to take initiative, show flexibility and be a strong team player.
• Understands the linkages, interactions and processes between the elements that comprise the whole "system". Proactively and responsibly considers how changes made to one system may have an impact on the others. Ensures appropriate information flow and communications about processes among units and departments. Avoids the silo effect where a lack of communication can cause a change in one area of a system to adversely affect another area of the system. Attempts to develop new insights on how processes can work more effectively or why there are problems with a process. Recommends changes as appropriate
• Ability to assess situations, determine scope of potential problems, anticipate the necessity to change processes, exercises authority to change procedures to avoid potential problems, acts with an appropriate sense of urgency and a knowledge of potential problems, anticipate the necessity to change processes, exercises authority to change procedures to avoid potential problems, acts with an appropriate sense of urgency and a knowledge of company policies, processes and procedures, and communicates decisions in a timely, diplomatic fashion.
• Has a strong appreciation and understanding of the business, the risks inherent in activities and the consequences to the business of errors. Takes appropriate ownership of activities to further unit's objectives. Proactively demonstrates the ability to analyze, recommend and implement unit policies and procedures. Contributes meaningfully to the development and implementation contingency plans when necessary.
• The ability to manage various projects with varying complexities. Possesses the ability to manage projects and production responsibilities concurrently. Identifies and utilizes resources required for projects. Appropriately schedules and balances workloads to meet predetermined target dates. Possesses a complete grasp of work flows, system functionality, and product offerings. Participates in system and functional requirements. Supports the testing efforts, creates test scenarios, and validates test output. Communicates to appropriate audiences on a timely basis.
• Possesses the ability to appropriately manage new and existing initiatives with external participants. Negotiates terms of a partnership to satisfy all involved parties, however being cognizant of the company's best interests
• Fosters and develops quality relationships with program participants, vendors, schools, and industry contacts Maintains consistent contact with program participants to further the relationship and to gather pertinent industry trends and opinions. Possesses the ability to represent the organization, maintains and displays a high degree of professionalism that parallels the company's core values.
• Willing and able to proactively advise and inform managers and directors of issues that may have an impact on the ability of the functional area to perform as expected.
• Establishes and communicates the priorities for the unit. Is able to clearly articulate and explain performance standards. Assesses the implications of changes in objectives/programs/processes and explains to staff as appropriate. Adept at debating issues and taking strong positions yet able to present a unified position and fully stand behind a decision even when it is not the decision the manager would have chosen. Creates a mutual respect climate where staff has an opportunity to be heard.
• Embraces accountability for unit's performance. Initiates oversight and/or follow-up to ensure desired performance is achieved.
• Utilizes strong base of knowledge on company policies, processes and procedures to assess situations, select appropriate course of action, determine the urgency of situations, and exercises the appropriate discretion in communicating information.
• Disseminates information and avoids risk.
• Ability to create something new or original. Possessing the ability to suggest solutions to problems and or issues that demonstrates originality, flexibility, and thinking outside of the box. Demonstrating the ability to utilize existing or non existing resources to resolve a challenge.
• The ability to persuade individuals / business units to agree to a mutually beneficial solution. Possessing the ability to collaborate, articulate, interpret, and demonstrate a cognitive thought process.
• Possesses the ability to recognize the priorities and work load. Considers the abilities of employees to undertake work, the urgency of situations and consequence of error. Assigns tasks appropriately. Clearly communicates the expectation and empowers the individual to accomplish the task. Defines the scope and degree of authority given to the staff member for the delegated task.

  Responsibilities:

• Represents the business as a Subject Matter Expert for system changes.
• Participates and/or authors process changes, improvements and implementation
• Co-author business requirements document with project teams. Extract, discuss, and refine business requirements. Directly responsible for writing business requirements that will be utilized as an input to functional specifications.
• Work closely with business analyst to help further their understanding of business processes and objectives. Ability to articulate detailed business requirements and processes.
• Tests system changes. Performs needed testing to ensure that program enhancements and fixes are working properly before being implemented.
• Participates in testing of system interfaces with Program Participants and other users of the Originations/Web and Servicing systems.
• Designs test cases - Create all test documentation for system testing including detailed expected results, maintain test scripts
• Develop and perform full regression testing of system components
• Performs analysis on problems and works with project management to identify trends
• Perform data analysis as it pertains to the creation and preparation of test data
• Interface with BAs and System Administrator to report and explain defects
• Provide reliable estimates for tasks and activities
• Performs various special projects requiring management/professional level expertise and coordination between multiple units.
• Participates or leads non system development projects
• Seeks to automate processes via system changes or process changes

Quality Analyst

Successful candidates will possess:

Responsibilities:

Financial Analyst

Successful candidates will possess:

Responsibilities:

Guest Services Assoc/Human Resources Assistant

Successful candidates will possess:

• High School Graduate
• 3 - 5 years previous experience working as an office assistant, customer service associate or receptionist.
• Previous experience supporting a Human Resources department strongly preferred.
• Communication/Interpersonal: Excellent written and verbal communication skills required. Must be adept at greeting visitors, making them feel welcome, and determining nature of their visit. Must also be adept at telephone answering skills--such as determining reason for incoming phone calls, connecting caller with appropriate party, or taking and relaying appropriate message. Must be adept at pronouncing names and providing accurate information.
• Ability to maintain confidential information
• Ability to work independently and exercise discretion when escalating issues to HR Director or other staff.
• Analytical: Must be adept at analyzing situations and make appropriate conclusions as to what the next steps may need to be taken.
• Computer Proficiency: Job requires use of various computer office management tools- MS Outlook, Word, Excel, ability to learn & regularly utilize company intranet system.

Responsibilities:

• Greets visitors and informs person they are visiting of their arrival. Monitors access to building and provides needed screening. Receives incoming deliveries and forwards to appropriate recipient.
• Answers incoming phone calls, determines reason for call, and connects caller with appropriate party. Takes and relays needed messages.
• Welcomes job candidates and provides them with application forms prior to notifying Human Resources.
• Pages employees via company intercom.
• Updates and prints company directory monthly.
• Ensures adequate coverage of front desk for break periods.

• Sets up new employee files and coordinates badges
• Provides support to the HR department with typing, copying, filing, mailing, faxing, preparation of handbooks and other documents as assigned.
• Views all conference room schedules in Outlook; schedules meetings when requested.
• Assists with HR related postings and announcements on company intranet site.
• Orders lunches/food for meetings & new hire onboarding.
• Acts as company concierge. Oversees dry cleaning pick up and delivery; keeps order of discount movie tickets, greeting cards, and stamps for sale to employees; sells items, accounts for money collected, and forwards to appropriate party; other duties as needed.
• Works on task-oriented projects that can be performed at the front desk.

Network Engineer

Successful candidates will possess:

• BS in Computer science preferred or High School graduate
• Completion of technical training in network administration.
• Microsoft Certified Systems Engineer (MCSE) required Windows 2000/2003, CNA a plus
• CISSP (Certified Information Systems Security Professional) a plus
• 3+ years full-time experience in professional systems admin
• 3+ years Windows network design and administration (NT, 2000)
• 3+ years desktop support and maintenance (Win2k, XP Pro)
• 3+ years PC hardware maintenance and repair
• TCP/IP networking and security
• Strong communication skills
• Windows 2000 and 2003 Server & Windows NT Server
• Familiar with Windows Domain, TCP/IP, DNS, Telnet, DHCP, FTP
• Familiarity with SQL Server a plus
• Working knowledge of network administration and topology, and PC and server maintenance procedures.
• Adept at using computer office management tools-word processing, electronic mail, scheduling, spreadsheet and database as an integral part of day to day activity.
• Adept at identifying system, end user, and equipment problems, diagnosing their cause and extent, and generating and implementing needed solutions.
• Able to effectively prioritize, juggle and manage numerous concurrent projects/problems.
• Able to establish and maintain effective business relationships with users, internal colleagues and external contacts.

Responsibilities:

• Configures supports and maintains Development and Testing organizations' network servers and network infrastructure. (Installs and maintains network and application software, upgrades software as needed, monitors vendor online support forums for latest news on software fixes, downloads and installs appropriate patches, printers, servers)
• Provide daily support of all network systems for Development and Testing organizations. Ensure the timely resolution of any reported problems. Provide status to management on issues.
• Provide on call coverage 24/7, as scheduled.
• Diagnoses causes of problems being encountered, and determines/suggests needed corrective actions.
• Monitors servers in a proactive manner.
• Research, evaluate, recommend and implement new technology to meet corporate business objectives and to improve service through productivity gains or expense reductions.
• Support internal customers such as Help Desk, Desktop Support, and Application Development in problem analysis, consultation on changes, upgrades and capacity planning.
• Maintains and monitors security in regards to intrusion detection and firewall and workstations. Vulnerability assessment, security advisory, intrusion detection, new incident tracking, documentation, analytical investigation, problem closure and future security configuration threat countermeasures.
• Assists in developing, testing and implementing security plans, products, control techniques, security policy and procedures, intrusion response tracking; Implements recommended corrective actions for data security incidents;
• Implement policies and procedures related to and software acquisition, use, support, security, and backup.
• Oversees back-up of data and applications to ensure system integrity and restart capability in event of system failure. Develop and implement disaster recovery procedures.
• Provides day to day training and guidance for teammates for backup to network administrator.

Training Manager

Successful candidates will possess:

• Bachelor's degree in Education, Training, or related field required.
• Graduate level studies preferred.
• Minimum of 3 years experience in training/adult education. Experience in a call center or operations atmosphere is a plus.
• Adult learning characteristics/instructional methods. Job requires incumbent to design and deliver training. Must be knowledgeable of adult learning needs and able to incorporate information into a functional training module. Must be adept at using instructional methods that promote learner interest, interaction, and retention of material.
• Oral and Written Communication: Must be adept at facilitating training sessions, providing post training guidance/answering questions, etc. and designing and writing effective training materials.
• Ability to identify needed improvements and training needs. Must be adept at problem diagnosis, determination of performance discrepancies, and able to generate training solutions that will result in desired level of improvement.
• Strong organizational skills
• Computer Proficiency- Must be proficient in all Microsoft Applications. Experience with Learning Management Tools preferred but not required

Responsibilities:

• Develops and designs technical and/or soft skill training programs for functional business units within the Student and Borrower Services departments. Training programs are developed by conducting needs analyses, evaluation of current process flows and procedures, and review of new project initiatives. Training programs are developed to include content material, interaction activities, assessments and job aides.
• Delivers training for new and existing staff. Facilitates training for new staff (both full time and seasonal), team leaders, workflow coordinators and/or managers. Provides training sessions and individual refresher courses for existing staff as required.
• Conducts specialized training (Communication skills) for Access Group staff when applicable.
• Researches trends to identify areas of weakness in the content materials.
• Evaluates effectiveness of training programs by utilizing measurement tools to assess trainee performance and impact on business objectives. Monitors actual performance against desired performance improvements. Reports results to managers in order to determine if additional training is needed. Suggests work re-structuring or other non-training solutions as appropriate.
• Updates training manual and materials. Conducts periodic reviews to determine needed updates/revisions to programs. Makes needed updates and incorporates into programs.
• Participates in cross-functional teams and special projects as needed.
• Acts as information resource for staff on operational and procedural questions, updating all staff on changes to existing programs/regulations.
• Provides backup in business unit when needed.
• Act as the lead for collecting/monitoring feedback and other forms related to training. As well as following up with Associates/Managers regarding their needs.

Quality Assurance-Senior

Successful candidates will possess:

Responsibilities:

Customer Contact Specialist Temp

Successful candidates will possess:

• High School Graduate required, Bachelors degree preferred. Loan Servicing/Credit experience is preferred.
• Successful completion of in-house Customer Contact Center training.
• Working knowledge of organization's programs and services.
• One- two years previous Customer Service experience is strongly preferred, experience in a financial services call center setting is preferred.
• Oral Communication: Main focus of activity involves verbal phone discussions. Must be adept at listening to and determining reason for call, clearly answering questions, providing needed information, and initial problem solving (see below).
• Written Communication: Needs to clearly memo accounts and completes resolution sheets on problem accounts. Ex. (Address changes, etc.)
• Interpersonal: Job requires ability to establish and maintain rapport with callers. Must also be able to establish and maintain effective working relationships with internal and external parties.
• Problem Solving: Job requires incumbent to be able to engage in initial problem solving activity with callers.
• Must be adept at diagnosis of extent of problem, determining whether it can be solved directly, and identifying and involving others who need to be involved.
• Time Management: Must be able to handle heavy work/call volumes.
• Computer Proficiency: Proficient in use of in-house customer contact and servicing systems, operational data base, and computer office management tools-electronic mail and word processing, as an integral part of day to day activity.
• Mathematical: Must be able to understand basic mathematical calculations.

Responsibilities:

• Responds to inbound phone and email customer queries.
• Answers questions from prospective borrowers on loan programs and on Need Access service.
• Provides information/answers to existing borrowers about their loans.
• Depending on skill set progression, may also respond to inquiries concerning Loan Servicing and/or Credit.
• Handles tasks related to due diligence as required by corporate, federal and state guidelines and regulations.
• Redirects calls/takes messages as needed.
• Informs Manager of problems encountered.
• Handles other daily functions as it relates to a specific skill set.
• Works on special projects and participates on departmental teams.
• Must participate and maintain Career Path Program requirements.
• May assist with new hire training.

• Shifts Available: M and T 9-8, Wed,Thurs, Fri: 2 - 8
• Must pass quizzes and tests during training.

Business Analyst-Senior-IT

Successful candidates will possess:

Responsibilities:

E-Mail Marketing Specialist

Successful candidates will possess:

Bachelor's degree in Marketing, Communications, Computer Science or e-Business/Interactive.
• At least three - five years experience in e-mail marketing, direct marketing or database marketing
• Experience working with major e-mail service providers and their applications
• Experience managing e-mail campaigns from conception to reporting
• Experience developing e-mail copy and other copy for the web
• Working knowledge of HTML code, HTML design for e-mail and PhotoShop
• Ability to work under tight deadlines and multi-task
• Excellent communication skills, both written and verbal
• Financial services and/or student lending industry knowledge a plus, but not required
• Knowledge of page layout and Web authoring software applications, such as Adobe Dreamweaver and Fireworks
• Proficient with HTML and CSS (Cascading Style Sheets)
• Working knowledge of Microsoft Office software applications and Adobe Acrobat as integral part of day-to-day activity

  Responsibilities:

• The E-mail Marketing Specialist is responsible for execution of outbound e-mail communications and for tracking and reporting the results of those communications. This position is the primary liaison with e-mail service provider.
• Resume, cover letter and web writing samples will be reqested. In coordination with the customer segment managers, this position will help develop e-mail marketing programs for current and prospective customers. This position will assist in the development of e-mail marketing strategies, as well as prepare copy and creative, including final HTML files for all e-mail promotions. This position will ensure deliverability and optimization of e-mail promotions by providing reports, analysis, and implementing improvements.
• Assist in the creative development for all e-mail promotions and campaigns (draft copy, consult on creative direction, and produce HTML)
• Handle the file set up and sending of emails to prospects and current clients using current e-mail solution provider
• Create and manage e-mail contact lists
• Draft e-mail copy for various campaigns
• Generate and review weekly reports on our deliverability rates, blacklists, white listing, feedback loops, products, overall bounce rates, open rates, bounce details and major kills
• Be responsible for obtaining optimal performance and results from e-mail campaigns
• Interact with vendor(s) to ensure optimal performance of the tools. Ensure that we understand and implement best practices
• Be the subject matter expert on e-mail marketing best practices including creative, performance and CAN SPAM compliance