# Senior Dialer Analyst

**Company**: SoFi
**Location**: Cottonwood Heights, UT
**Experience**: senior
**Job type**: full-time
**Salary**: The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors
**Category**: Operations
**Industry**: Finance

**Apply**: https://job-boards.greenhouse.io/sofi/jobs/7920050003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_966262a7-90d

## Description

Shape a brighter financial future with SoFi, a next-generation financial services company and national bank. The Senior Dialer Analyst role reports to the Senior Director, Collections and Recovery Business Planning, Project Management & Analytics (BP&A).

This Senior Dialer Analyst is a key member of the team, responsible for supporting all outbound/inbound dialer operations for Personal Loans, Credit Cards, and Loan Origination Outreach. The role involves driving dialer improvement efforts in efficiency, effectiveness, and productivity.

**Operational Management**

- Manage daily dialer operations, ensuring campaigns start on time and run efficiently

- Identify and resolve technical issues, collaborating with IT and Telephony teams

- 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 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

- Proactively monitor regulatory changes and support remediation efforts

**Strategic Collaboration**

- Work with business partners to identify staffing gaps and plan future initiatives

- Develop training materials and communication tools to share best practices

Typical KPIs:

- 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

**Requirements**

- Experience working in a fast-paced, collections call center environment

- Knowledge of outbound collection regulations and rules (FDCPA Reg F, TCPA, & State laws)

- Proven ability to analyze complex data sets

- Bachelor's Degree in Telecommunications, Information Technology, or related field, or 5 years of relevant technical experience

- Strong written and verbal communication skills

- Strong ability to create a culture of ownership, accountability, and collaboration

**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

**Compensation and Benefits** The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors. Visit the SoFi Benefits page for comprehensive and competitive benefits.

## Skills

### Required
- outbound collection regulations
- data analysis
- communication skills
- Telecommunications
- Information Technology

### Nice to have
- Banking
- Fintech
- Genesys Outbound Dialer
- SQL queries

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/sofi/jobs/7920050003?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)