Senior Dialer Analyst
New
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SoFi Bank, National AssociationFintech
US - RemoteFull-TimeSenior
Salary$70,400.00 - $132,000.00
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Job Details
- Experience
- Bachelor's Degree in Telecommunications, Information Technology, or related field, or 5 years of relevant technical experience in lieu of a degree.
- Required Skills
- SQLData AnalysisTableauReportingRisk Management
Requirements
- Experience working in a fast-paced, collections call center environment.
- Knowledge of outbound collection regulations and rules (FDCPA, Reg F, TCPA, and State laws).
- Proven ability to analyze complex data sets to identify trends, performance gaps, and opportunities for improvement.
- Bachelor's degree in Telecommunications, Information Technology, or related field (or 5 years of relevant technical experience).
- Strong written and verbal communication skills with the ability to articulate issues for senior management.
- Experience with risk data, reporting, and analysis systems.
- Experience working in highly-matrixed, fast-paced environments.
- Ability to work independently with limited supervision.
- Experience with Tableau or similar data visualization tools (preferred).
- Experience with an auto-dialer, preferably Genesys Outbound Dialer (preferred).
- Proficiency in SQL queries to extract, analyze, and manipulate data (preferred).
Responsibilities
- Manage daily dialer operations to ensure campaigns meet efficiency and intensity targets.
- Identify and resolve technical dialer issues in collaboration with IT and Telephony teams.
- Monitor agent status in real-time to maximize productivity and reduce idle time.
- Create and maintain dashboards to track performance metrics and calling strategy effectiveness.
- Ensure all dialing activities comply with FDCPA, Reg F, TCPA, and state laws.
- Partner with Risk stakeholders to establish control inventories and workflows for testing.
- Monitor regulatory changes and support remediation efforts to address control gaps.
- Collaborate with business partners to identify staffing gaps and plan future initiatives.
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