SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
SoFi is seeking a Senior Dialer Analyst to support and optimize outbound/inbound dialer operations for Personal Loans, Credit Cards, and Loan Origination Outreach. This role reports to the Senior Director of Collections and Recovery Business Planning, Project Management & Analytics.
The Senior Dialer Analyst will own operational management of daily dialer campaigns, ensuring they start on time, run efficiently, and meet intensity targets. You'll identify and resolve technical issues in collaboration with IT and Telephony teams, monitor agent status in real-time to maximize productivity, and reduce idle time across the operation.
Analytics and reporting are core responsibilities. You'll create and maintain dashboards to track month-to-date metrics, validate the effectiveness of calling strategies, and analyze dialer performance data to recommend improvements in efficiency and effectiveness. You'll leverage data visualization tools like Tableau to communicate insights to senior stakeholders.
Risk and compliance are critical. You'll ensure all dialing activities comply with FDCPA, Reg F, TCPA, and applicable state laws. You'll partner with Risk teams to establish control inventories, descriptions, and testing workflows, and proactively monitor regulatory changes to address control gaps.
Strategic collaboration is essential. You'll work with business partners to identify staffing gaps, monitor agent patterns, and plan future initiatives. You'll develop training materials and communication tools to share best practices and program enhancements across the organization.
Key performance indicators you'll influence include Right Party Contact Rate, Promise-to-Pay, Dollars Collected, Roll Rates, Delinquency Cure Rate, Queue Penetration, Agent Occupancy, Average Handle Time, Abandon Rate, Contact Rate, Connect Rate, Cost per Contact, and Cost per Dollar Collected.
You'll need experience in a fast-paced collections call center environment, knowledge of outbound collection regulations, and proven ability to analyze complex datasets. A Bachelor's degree in Telecommunications, Information Technology, or related field is required, or 5+ years of relevant technical experience. Strong written and verbal communication skills, ability to work independently, and experience navigating matrixed environments are essential. Preferred qualifications include banking/fintech background, experience with Genesys Outbound Dialer, and SQL proficiency.
