INTRODUCTION

The Marketing & Sales Optimization Analyst is an entry‑level role responsible for supporting the daily operations of Lakeview’s lead management and contact center systems. This position manages core tasks including Velocify support, user configuration updates, new‑hire setup activities, and recurring reporting for Sales and Operations. The role offers broad exposure to mortgage, marketing, sales operations, and contact center technology, providing a strong foundation for future growth as the analyst develops skills and begins contributing to larger projects.

Responsibilities:

• Monitor and manage the shared Velocify support inbox; triage requests, resolve basic issues, and escalate complex cases as needed.
• Assist in documenting system updates, support procedures, and user enablement materials.
• Collaborate with the Marketing/Sales Optimization team to manage the configuration, maintenance, and enhancement of the Velocify lead management system.
• Assist with the day-to-day operations of the call center by monitoring call quality and lead disposition data.
• Manage and update user configurations in Zoom Phone/contact center platforms, ensuring users are placed in the correct queues and receive appropriate call flows.
• Run and distribute daily lead, call, and SMS reporting for Sales and Operations.
• Validate data accuracy and identify discrepancies, escalating issues when appropriate.
• Assist with ad hoc data requests to support business inquiries.
• Evaluate lead, call, and pipeline activity of MLOs to drive performance improvement.
• Complete account setup and credentialing as well as provide support to new and existing users across CD Originations.
• Provide employees with systems and process workflow resources and other support materials.
• Present continuing education material to seasoned MLOs to ensure new features and enhancements are effectively rolled out.
• Partner with Sales, Ops, IT, and Marketing as needed to ensure smooth daily operations.
• Support on project related tasks such as user acceptance testing or data validation for configuration changes.
• Help gather information needed for system updates, routing adjustments, or ongoing operational improvements.
• Other duties as assigned.

BASIC QUALIFICATIONS:

• High school diploma or equivalent required; Bachelor’s degree in Business, Marketing, or a related field preferred, or equivalent experience.
• 0–2 years of experience in marketing, sales operations, business analytics, contact center operations, or a related field preferred.
• Strong organizational skills and attention to detail.
• Proficiency in MS Excel; familiarity with PowerPoint/PowerBI is a plus.
• Ability to learn new systems quickly; curiosity about marketing/sales operations technology.
• Strong communication and interpersonal skills.
• Ability to work independently and manage multiple priorities.

CERTIFICATIONS, LICENSES, AND/OR REGISTRATION

N/A

PHYSICAL DEMANDS AND WORK ENVIRONMENT

While performing the duties of this job, the employee is regularly required to sit and use hands to handle, touch or feel objects, tools, or controls. The employee frequently is required to talk and hear. The noise level in the work environment is usually moderate. The employee is occasionally required to stand; walk; reach with hands and arms. The employee is rarely required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

EEOC

Bayview is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.

REVISION HISTORY

This section outlines the changes that have taken place since the process was originally approved. All approvals are on record and stored in the Human Resources shared-drive.

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