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Who we are:
Shape a brighter financial future with us.
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
Skills Required
- Experience working in a fast-paced collections call center environment
- Knowledge of outbound collection regulations, including FDCPA, Reg F, TCPA, and state laws
- Ability to analyze complex data sets to identify trends, performance gaps, and improvement opportunities
- Bachelor's degree in Telecommunications, Information Technology, or a related field, or five years of relevant technical experience in lieu of a degree
- Strong written and verbal communication skills
- Ability to articulate issues and create reports for senior management
- Ability to influence stakeholders at different levels
- Ability to work independently with limited daily supervision and meet deadlines
- Ability to manage ambiguity, coordinate multiple project assignments, and deliver on commitments
- Partnership mindset when working with auditors and examiners
- Experience with risk data, reporting, analysis, and related systems
- Experience working in highly matrixed, fast-paced environments
- Experience with Tableau or similar data visualization tools
- Previous experience in banking or fintech
- Experience working with an auto-dialer, preferably Genesys Outbound Dialer
- Ability to use SQL queries to extract, analyze, and manipulate data
What the Team is Saying
What We Do
SoFi wasn’t built to be a bank. Or a technology company. We were built for one mission: help people achieve financial independence so they can realize their ambitions. Redefining an entire industry isn’t easy work—and it’s not for the faint of heart. It takes a certain kind of team. People with diverse perspectives and expertise, united by a common sense of purpose. People willing to challenge assumptions but always do the right thing. People proving that innovation and responsibility don’t have to compete, but can come together to create something truly unconventional in the world. For the last eight years, we’ve been charting this new path forward. We call it The SoFi Way. At SoFi, we don’t just talk about culture: we live it. The SoFi Way is how we show up every day, how we make decisions, and how we build for our members, clients, and each other.
Why Work With Us
Together with our members, we’re changing the way people think about and interact with personal finance. We’re a next-generation Fintech company using innovative, mobile-first technology to help our members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront.
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Employees engage in a combination of remote and on-site work.
For the majority of our workforce who work on a hybrid schedule, the in-office requirement is a handful of days per month!
