Senior Dialer Administrator - Collections Operations

The Role:

This Senior Dialer Administrator role reports to the Director, Collections and Recovery Business Planning, Project Management & Analytics (BP&A).

The Senior Dialer Administrator over the Collections Dialer Operations is a key member of our team here at SoFi, responsible for supporting all of our outbound dialer operations, and creating our email / SMS templates. Overall, work will also include driving Dialer improvement efforts in efficiency, effectiveness, and productivity, including implementing initiatives across 1LOD Business Controls.

What you'll do:

• Ensuring daily call records are received, campaigns are started on time and remain running efficiently, analyzing dialer metrics and reporting, making recommendations to improve efficiency, ensuring policy and regulatory requirements are followed, collaborating closely with business partners including Telephony, helping with upgrades/installs, and assisting with the implementations of projects related to the dialer.
• Utilize SQL queries regularly to extract, analyze, and manipulate dialer data. Create and maintain reports and dashboards for real-time performance monitoring, historical analysis, and strategic decision-making.
• Assist business stakeholders and risk partners in establishing or updating control inventories, control descriptions, workflows/ processes, etc. to support and drive consistent control testing.
• Identify and resolve technical issues within the dialer system, collaborating with IT and telephony teams to ensure high availability and performance. Implement upgrades and patches as necessary.
• Proactively monitoring for changes to the enterprise, industry, and regulatory requirements, guidance and pronouncements, and supporting control remediation efforts such as the creation of action plans to address control deficiency/gaps and analyze process deficiencies that could lead to process improvement initiatives where appropriate.
• Track receipt of daily dialer account records.
• Start and stop campaigns on time at the beginning and throughout the day.
• Monitor outbound campaigns to ensure intensity targets are being met.
• Adjust campaigns daily/intraday to set/change the dialing mode (Predictive, Preview, Progressive)
• Real Time monitoring of agents to ensure they are not sitting in idle or a non productive status.
• Update campaigns daily/intraday to reflect the game plan that has been established for calling. List sort order (DPD, Balance, etc.)
• Research patterns of calling to ensure that all dialing rules are being followed (i.e.FDCPA, Reg F, TCPA, & State laws)
• Ensure all interactions are accurately being captured and reported
• Review reporting daily to validate whether any changes need to be made to the game plan based on prior day / MTD metrics
• Work with business partners to identify staffing gaps, agent patterns, MTD metrics
• Work with business partners to plan and implement future initiatives
• Develop and update methodology and guidance to align with evolving practices and innovation initiatives
• Apply technical understanding of enterprise-wide risk management policies, standards, and practices to recommend enhancements to BCT methodology and guidance
• Identify and contribute to the development of continuous improvement opportunities to train the team on program findings/enhancements
• Produce effective communication tools to share best practices and methodology
• Assist in the provision of methodology training to control testers and business stakeholders, including tailored training as needed
• Participating in selected departmental initiatives
• Proactively monitor for changes to the enterprise, industry, and regulatory requirements, guidance, and pronouncements
• Perform other duties as assigned.

What you'll need:

• Experience working in a fast paced, collections call center environment
• Minimum 3 years experience working with an auto-dialer (Preferably the Genesys Outbound Dialer)
• Knowledge of outbound collection regulations and rules (FDCPA Reg F, TCPA, & State laws)
• SQL knowledge is required for data analysis and reporting tasks.
• Proven ability to analyze complex data sets to identify trends, performance gaps, and opportunities for improvement. Experience with Tableau or similar data visualization tools is preferred.
• A Bachelor's Degree in Telecommunications, Information Technology, or related field, or 5 years of relevant technical experience in lieu of a degree.
• Strong written and verbal communication skills, ability to articulate issues, and create reports used by senior management
• Strong ability to create a culture of ownership, accountability, collaboration, and ability to influence at different levels.
• Ability to work independently with limited daily supervision while meeting deadlines.
• Ability to navigate through ambiguity, manage and coordinate multiple project assignments, and deliver on commitments.
• Partnership mindset to ensure we have positive and productive working relationships with auditors and examiners.
• Experience with risk data, reporting, and analysis; including systems.
• Experience in highly-matrixed, fast-paced environments.

Preferred:

• Previous Financial Industry or Fintech experience

Application Deadline: 04/01/2024