Senior Dialer Analyst

The Role:

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

The Senior Dialer Analyst is a key member of our team here at SoFi, responsible for supporting all of our outbound/inbound dialer operations for Personals Loans, Credit Cards, and Loan Origination Outreach .  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:

Operational Management

• Help the team manage daily dialer operations, ensuring campaigns start on time, run efficiently, and meet intensity targets.
• Identify and resolve technical issues, collaborating with IT and Telephony teams to implement upgrades and patches.
• Monitor agent status in real-time to maximize productivity and reduce idle time.

Analytics & Reporting

• Create and maintain dashboards to track MTD metrics and validate the effectiveness of calling strategies.
• Analyze dialer metrics to provide recommendations for improving efficiency and effectiveness.

Risk & Compliance

• Ensure all dialing activities comply with FDCPA, Reg F, TCPA, and state laws.
• Partner with Risk stakeholders to establish control inventories, descriptions, and workflows for consistent testing.
• Proactively monitor regulatory changes and support remediation efforts to address control gaps.

Strategic Collaboration

• Work with business partners to identify staffing gaps, monitor agent patterns, and plan future initiatives.
• Develop training materials and communication tools to share best practices and program enhancements with stakeholders.

Typical KPIs (A Senior Dialer Analyst is often responsible for improving):

• Right Party Contact Rate (RPC)
• Promise-to-Pay (PTP)
• Dollars Collected
• Roll Rates
• Delinquency Cure Rate
• Queue Penetration
• Agent Occupancy
• Average Handle Time (AHT)
• Abandon Rate
• Contact Rate
• Connect Rate
• Cost per Contact
• Cost per Dollar Collected

What you’ll need:

• Experience working in a fast paced, collections call center environment
• Some knowledge of outbound collection regulations and rules (FDCPA Reg F, TCPA, & State laws)
• 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 experience in Banking or Fintech
• Experience working with an auto-dialer (Preferably the Genesys Outbound Dialer)
• Utilize SQL queries to extract, analyze, and manipulate data for performance monitoring and strategic decision-making