Intern - Year Round (Voice Applications Analyst)

Overview

Under the umbrella of the Enterprise Technology Services (ETS) department, the Voice Applications branch supports the Alvaria and Verint platforms. The Alvaria platform handles all the inbound and outbound dialing for the Collections division while the Verint platform houses the call recordings and WFM applications for all NFCU platforms.

A few core responsibilities of the Voice Application teams are documentation and business continuity as they are both critical to the success of our organization. The Year Round intern would be involved with organizing and updating our technical documentation, managing KB articles, and business continuity for both Alvaria and Verint platforms.

***A requirement of this position is you must be currently enrolled in college level courses or a degree-seeking program throughout the duration of the internship. Please upload your transcripts by adding them to the "Intern Proof of Enrollment" section of the application.

Responsibilities

• Analyze and organize information, requirements, data, work quality, work methods, processes, service-specific practices, standards, and metrics/statistics
• Collaborate with other business units to analyze and improve processing procedures and resolve problems
• Analyze changes in policies, procedures, and products; determine the impact on the group functions
• Identify and analyze opportunities for new and/or improved processes, data, or technology; provide a clear picture of possible outcomes
• Work with peers, business units and/or project teams, and vendors to ensure business needs are fully communicated, documented, and satisfied
• Ensure compliance with Navy Federal Credit Union ETS standards and best practices
• Performs other related duties as assigned

Qualifications

• Must be pursuing a degree from an accredited college/university
• Effective skill in analyzing and organizing work processes for technical solutions
• Ability to work and participate in cross-functional, multi-dimensional teams and projects
• Ability to work independently and in a team environment
• Effective skill in maintaining accuracy with attention to detail and meeting deadlines
• Ability to adapt to new technologies
• Effective verbal and written communication skills

Desired Qualification(s):

• Knowledge of Alvaria and/or Verint platform
• Knowledge of Navy Federal's services, products, and functions
• Experience working in an IT environment
• Knowledge of Navy Federal business processes and applications

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