Senior Dialer Analyst

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Who we are:

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Together with our members, we’re changing the way people think about and interact with personal finance.

We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.

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

Compensation and Benefits The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.    To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page! SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law. The Company hires the best qualified candidate for the job, without regard to protected characteristics. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. New York applicants: Notice of Employee Rights SoFi is committed to an inclusive culture. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email . We are unable to accommodate remote work from Hawaii, Alaska or Puerto Rico at this time. Internal Employees If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.