Senior Dialer Analyst

What you'll do

• Manage daily inbound and outbound dialer operations for personal loans, credit cards, and loan originations.
• Resolve technical issues by collaborating with IT and Telephony teams to implement system upgrades and patches.
• Monitor real-time agent status to maximize productivity and reduce idle time.
• Create and maintain dashboards to track monthly metrics and evaluate the effectiveness of calling strategies.
• Analyze dialer data to provide actionable recommendations for improving operational efficiency and performance.
• Ensure all dialing activities comply with FDCPA, Reg F, TCPA, and relevant state laws.
• Partner with risk stakeholders to establish control inventories and workflows for consistent compliance testing.
• Develop training materials and communication tools to share best practices and program enhancements with stakeholders.

What we're looking for

• 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 opportunities for improvement.
• A Bachelor's Degree in Telecommunications, Information Technology, or a related field, or 5 years of relevant technical experience.
• Strong written and verbal communication skills to articulate issues and create reports for senior management.
• Experience with risk data, reporting, and analysis including systems.
• Experience with Tableau or similar data visualization tools (preferred).
• Experience in Banking or Fintech, using an auto-dialer (preferably Genesys), or utilizing SQL queries (preferred).