other
Posted 1 weeks agoResolutions Lead
at Affirm
United StatesRemote
Responsibilities
- Own the administration, optimization, and daily management of the Five9 collections dialer environment across internal and third-party collections operations •
- Develop and execute outbound dialing strategies to maximize right-party contact rates, agent efficiency, and recovery performance while maintaining compliance requirements •
- Manage dialer campaigns, call routing logic, pacing strategies, suppression rules, and segmentation across multiple portfolios and geographies •
- Monitor dialer and agent performance metrics, identifying trends and opportunities to improve productivity, kept dollars, contact rates, and operational efficiency •
- Ensure compliance with all applicable regulations, including TCPA, FDCPA, federal/state/local dialing requirements, and internal policies •
- Support vendor operations by troubleshooting dialer-related escalations, connectivity issues, campaign performance concerns, and reporting discrepancies •
- Build and maintain operational reporting, dashboards, and KPIs related to dialer performance, agent utilization, and campaign effectiveness •
- Drive continuous improvement initiatives through automation, testing strategies, and process optimization •
- Create and maintain SOPs and governance documentation for dialer operations, campaign management, and compliance controls What we look for • 3+ years of
Requirements
- experience managing or administering a Five9 collections dialer environment •
- Strong understanding of collections operations, outbound dialing strategies, and contact center workflows •
- Experience with predictive, progressive, preview, and blended dialing strategies •
- Experience meshing Ai agent & human agents into dialing efforts •
- Familiarity with TCPA, FDCPA, and other regulatory
- Experience supporting high-volume contact center or collections environments •
- Bachelor’s Degree or equivalent experience preferred Pay Grade - H Equity Grade - 3
- Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office.
Benefits
- Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location,
- experience and job-related skills. Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and
- benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)
- USA base pay range (CA, WA, NY, NJ, CT) per year: $100,000 - $150,000
- USA base pay range (all other U.S. states) per year: $88,000 - $138,000 #LI-Remote
- benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include:
- Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
- Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
- Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
- ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount
Additional details
- Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.
- Affirm is committed to building lasting partnerships with merchants for long term growth and ongoing revenue generation.
- Affirm is committed to building scalable, customer-centric servicing and recovery operations that drive strong customer outcomes while maximizing operational efficiency.
- As a Dialer Manager, you will own the strategy, configuration, and day-to-day management of the collections dialer environment, ensuring optimal performance across first-party collections operations.
- This role is highly cross-functional and operationally critical, requiring expertise in Five9 collections dialer management, campaign strategy, workforce optimization, and regulatory compliance.
- The ideal candidate will combine strong analytical and technical capabilities with operational leadership to improve contact strategies, agent productivity, and recovery performance.This role will report to the Sr. Manager, Collections & Recovery. What you’ll do •
- Partner cross-functionally with Operations, Workforce Management, Product, Engineering, Compliance, and Vendor teams to implement scalable dialing solutions and operational enhancements •
- requirements impacting collections dialing operations •
- experience interpreting dialer metrics and operational performance data •
- Experience partnering cross-functionally with Operations, Product, Engineering, Compliance, and Workforce Management teams •