Senior Dialer Analyst

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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.

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

• 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