Dialer Monitor Specialist

SoFi•Cottonwood Heights, UT

About The Position

The Role: This Dialer Monitor role reports to the Senior Dialer Administrator in CCoE. The Dialer Monitor position is a key member of our team here at SoFi, responsible for supporting all of our outbound dialer operations and monitoring the effectiveness of the Dialer algorithm and campaigns. 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: Ensuring daily call records are received, campaigns are started on time and remain running efficiently, analyzing dialer metrics and reporting, making recommendations to improve efficiency, ensuring policy and regulatory requirements are followed, collaborating closely with business partners including Telephony, helping with upgrades/installs, and assisting with the implementations of projects related to the dialer. Assist business stakeholders and risk partners in establishing or updating control inventories, control descriptions, workflows/ processes, etc. to support and drive consistent control testing. Track receipt of daily dialer account records. Start and stop campaigns on time at the beginning and throughout the day. Monitor outbound campaigns to ensure intensity targets are being met. Adjust campaigns daily/intraday to set/change the dialing mode (Predictive, Preview, Progressive) Real Time monitoring of agents to ensure they are not sitting in idle or a non productive status. Update campaigns daily/intraday to reflect the game plan that has been established for calling. List sort order (DPD, Balance, etc.) Research patterns of calling to ensure that all dialing rules are being followed (i.e.FDCPA, Reg F, TCPA, & State laws) Ensure all interactions are accurately being captured and reported Review reporting daily to validate whether any changes need to be made to the game plan based on prior day / MTD metrics Work with business partners to identify staffing gaps, agent patterns, MTD metrics Work with business partners to plan and implement future initiatives Produce effective communication tools to share best practices and methodology Participating in selected departmental initiatives Perform other duties as assigned.

Requirements

Willing to work a weekend schedule
Experience working in a fast paced, collections call center environment
Demonstrated technical abilities
Previous experience working with or using a Dialer
Proven analytical and problem-solving skills
Strong written and verbal communication skills, ability to articulate issues
Strong ability to create a culture of ownership, accountability, collaboration
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.
Good feedback from your current Manager

Nice To Haves

Previous experience supporting systems or technical background
Basic knowledge of telecommunication functions and terminology

Responsibilities

Ensuring daily call records are received
Campaigns are started on time and remain running efficiently
Analyzing dialer metrics and reporting
Making recommendations to improve efficiency
Ensuring policy and regulatory requirements are followed
Collaborating closely with business partners including Telephony
Helping with upgrades/installs
Assisting with the implementations of projects related to the dialer
Assist business stakeholders and risk partners in establishing or updating control inventories, control descriptions, workflows/ processes, etc. to support and drive consistent control testing
Track receipt of daily dialer account records
Start and stop campaigns on time at the beginning and throughout the day
Monitor outbound campaigns to ensure intensity targets are being met
Adjust campaigns daily/intraday to set/change the dialing mode (Predictive, Preview, Progressive)
Real Time monitoring of agents to ensure they are not sitting in idle or a non productive status
Update campaigns daily/intraday to reflect the game plan that has been established for calling
List sort order (DPD, Balance, etc.)
Research patterns of calling to ensure that all dialing rules are being followed (i.e.FDCPA, Reg F, TCPA, & State laws)
Ensure all interactions are accurately being captured and reported
Review reporting daily to validate whether any changes need to be made to the game plan based on prior day / MTD metrics
Work with business partners to identify staffing gaps, agent patterns, MTD metrics
Work with business partners to plan and implement future initiatives
Produce effective communication tools to share best practices and methodology
Participating in selected departmental initiatives
Perform other duties as assigned