Mutual of Omaha Mortgage

Contact Center Operations Analyst

Mutual of Omaha Reverse Mortgage - Irvine, CA - Full Time

Business Insight Analyst 

Hybrid - Irvine, CA  

Job Type: Full-Time  
 

Mutual of Omaha is a Fortune 300 Company. Mutual of Omaha Mortgage is inspired by hometown values and a commitment to being responsible and caring for each other. We exist for the benefit of our customers and employees.   
 
Mutual of Omaha Mortgage is a full-service lending company offering both Forward and Reverse Mortgage products including a complete line of residential mortgage, refinancing, specialty, and HECM loans. We employ a knowledgeable staff of experienced Loan Officers with an operations team that is second to none. If you are interested in joining a team that promotes from within and works together toward a common goal of helping customers with their mortgage needs, please review and apply for our opening below!  

Mutual of Omaha Mortgage seeks a dynamic Contact Center Operations Analyst to join our team. As a Contact Center Operations Analyst, you will work closely with Marketing leadership and external vendors to support daily operations and ongoing platform improvements.  

Roles & Responsibilities:  

  • Administer and configure the Five9 contact center platform 
  • Configure and maintain dialing campaigns, IVR flows, and call routing logic 
  • Manage user accounts, permissions, and system settings 
  • Monitor system performance and troubleshoot operational issues 
  • Monitor campaign performance and escalate issues when needed 
  • Troubleshoot and resolve call flow issues across integrated platforms  
  • Maintain system hygiene tasks such as ANI cleanup and configuration updates 
  • Support configuration and maintenance of AI voice agent campaigns 
  • Maintain and update agent scripting tools used during inbound and outbound calls 
  • Ensure agent scripts align with campaign requirements and compliance guidelines 
  • Generate and maintain contact center reports and data exports  
  • Work with vendors and internal teams to troubleshoot technical issues 
  • Support and participate in platform upgrades, testing, and new feature rollouts  
  • Maintain documentation of system configurations, IVR flows, and campaign settings 
     

Required Qualifications:  

  • 1 to 3 years of experience supporting contact center technology, telephony systems, dialers, IVR flows, or CCaaS platforms  
  • Strong troubleshooting and analytical skills 
  • Comfortable working with multiple software platforms simultaneously 
  • Strong attention to detail and organizational skills 
  • Ability to thrive in a fast-paced environment and manage multiple priorities effectively 
 

Preferred Qualifications:  

  • Experience with Five9 
  • Exposure to AI voice agents or conversational AI tools 
  • Experience with quality assurance platforms 
  • Experience maintaining or updating agent scripting tools 
  • Exposure to CRM platforms such as Salesforce in a contact center context 
  • Experience generating or interpreting contact center performance reports 

The salary range for this position is $70,000-$85,000 annually.
 

Mutual of Omaha Mortgage is an Equal Opportunity Employer, and we encourage diverse, talented, qualified applicants to apply. We offer an extensive compensation package. Benefits include:   

  • Vacation — Vacation hours accrue on a per pay period basis. Balance maximums are based on years of service.   
  • Paid Sick Time — 40 hours of paid sick time after 90 days of employment. State sick time requirements will be added as needed.   
  • 9 Paid Holidays + 1 Cultural Celebration Day (Floating Holiday)   
  • Multiple PPO Medical Plans, as well as HDHP eligible plan.   
  • Dental Coverage   
  • Vision Coverage   
  • Company Paid Life Insurance   
  • 401K with a generous employer match   
  • Additional Benefits including – Optional Life, FSA, Pet Insurance etc.   
  • Free Legal Services   
  • Employee Loan Program   
Apply: Contact Center Operations Analyst
* Required fields
First name*
Last name*
Email address*
Location
Phone number*
Resume*

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or paste resume

Paste your resume here or attach resume file

Desired salary*
What type of employment are you seeking?*
Do you have any relatives working with us?*
Have you ever been dismissed or involuntarily terminated from a company?*
Have you previously worked for Mutual of Omaha Mortgage, Retirement Funding Solutions, Keller Mortgage, Keller Home Loans or an affiliated company?*
What is your desired salary range?*
Please list your highest level of education achieved, including educational institution and major.*
Are you currently the owner/operator of any other business?*
Are you on an exclusionary list of any investor, institution or agency?*
Have you been subject to any regulatory fines or actions in the past?
Please list three professional references. For CA Residents Only - Please review our privacy/CPRA policy prior to providing information - https://www.mutualmortgage.com/legal/privacynoticejob/*
Tell us about your Current/Most Recent Employment: (Employer Name, Job Title, Dates of Employment and Reason for Leaving). If you do not have previous employment please enter N/A.*
Tell us about your previous employer prior to your current employer: (Employer Name, Job Title, Dates of Employment and Reason for Leaving). If you do not have previous employment please enter N/A.*
Tell us about your third most recent employer (Employer Name, Job Title, Dates of Employment and Reason for Leaving). If you do not have previous employment please enter N/A.*
California Applicants can review their rights under CPRA - https://www.mutualmortgage.com/legal/privacynoticejob/ **
Will you require sponsorship now or in the future?*
Please review the following information and make a selection:

I authorize Mutual of Omaha Mortgage to investigate all statements included in this application and any supporting documents, based on the requirement of the job for which I am applying or for a job to which I may be promoted or reassigned in the future which includes but is not limited to: employment, education, and related areas. I hereby release all individuals, companies, corporations, schools, legal and governmental agencies from all liability in providing such information

If I am offered employment, I will, as a condition of employment, be required to submit proof of my identity and legal right to work in the United States. I understand that I will be required to possess and present a valid driver’s license and an acceptable driving record if my job requires me to drive in the course of my work. If hired, I agree to abide by the policies and procedures of Mutual of Omaha Mortgage.

I understand that if hired, my employment will be what is commonly known as “at will” employment. This means that I or Mutual of Omaha Mortgage may terminate the employment relationship for any reason, at any time. I understand and agree that Mutual of Omaha Mortgage retains the right to demote, transfer, and change my job duties and my compensation at any time with or without notice.

I certify that all the information on this application and any supporting documents are true and complete. I also understand that if hired, and such information is found to be false, misrepresented, or if information was omitted, it will be considered grounds for termination or my employment if found at a later date.

I understand that no supervisor may alter or amend the conditions described above, and that such conditions can only be altered or amended by a written agreement signed by the CEO of Mutual of Omaha Mortgage.*
The following questions are entirely optional.
To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Gender
Race/Ethnicity
Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status
I IDENTIFY AS ONE OR MORE OF THE CLASSIFICATIONS OF PROTECTED VETERAN LISTED ABOVE
I AM NOT A PROTECTED VETERAN
I DON’T WISH TO ANSWER
Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please check one of the boxes below:
YES, I HAVE A DISABILITY, OR HAVE HAD ONE IN THE PAST
NO, I DO NOT HAVE A DISABILITY AND HAVE NOT HAD ONE IN THE PAST
I DO NOT WANT TO ANSWER

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Name Date
Human Check*