Resolutions Lead
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Key skills for this role
About the Role
Affirm is hiring a Resolutions Lead to own the strategy, configuration, and daily management of the collections dialer environment. The role requires 3+ years of Five9 dialer management experience and strong understanding of collections operations and compliance.
Key Skills for This Role
Responsibilities
- Own the administration, optimization, and daily management of the Five9 collections dialer environment across internal and third party collections operations
- Develop and execute outbound dialing strategies to maximize right party contact rates, agent efficiency, and recovery performance while maintaining compliance
- Manage dialer campaigns, call routing logic, pacing strategies, suppression rules, and segmentation across multiple portfolios and geographies
- Monitor dialer and agent performance metrics, identifying trends and opportunities to improve productivity, kept dollars, contact rates, and operational efficiency
- Partner cross functionally with Operations, Workforce Management, Product, Engineering, Compliance, and Vendor teams to implement scalable dialing solutions and operational enhancements
- Ensure compliance with all applicable regulations, including TCPA, FDCPA, federal/state/local dialing requirements, and internal policies
- Support vendor operations by troubleshooting dialer related escalations, connectivity issues, campaign performance concerns, and reporting discrepancies
- Build and maintain operational reporting, dashboards, and KPIs related to dialer performance, agent utilization, and campaign effectiveness
- Drive continuous improvement initiatives through automation, testing strategies, and process optimization
- Create and maintain SOPs and governance documentation for dialer operations, campaign management, and compliance controls
Requirements
- 3+ years of experience managing or administering a Five9 collections dialer environment
- Strong understanding of collections operations, outbound dialing strategies, and contact center workflows
- Experience with predictive, progressive, preview, and blended dialing strategies
- Experience meshing AI agent & human agents into dialing efforts
- Familiarity with TCPA, FDCPA, and other regulatory requirements impacting collections dialing operations
- Experience supporting high volume contact center or collections environments
- Strong analytical skills with experience interpreting dialer metrics and operational performance data
- Ability to manage multiple priorities and troubleshoot operational issues in a fast paced environment
- Experience partnering cross functionally with Operations, Product, Engineering, Compliance, and Workforce Management teams
- Strong written and verbal communication skills
Full Job Posting
Company Overview
- Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.
- Affirm is committed to building scalable, customer centric servicing and recovery operations.
What You’ll Do
- Own the administration, optimization, and daily management of the Five9 collections dialer environment across internal and third party collections operations.
- Develop and execute outbound dialing strategies to maximize right party contact rates, agent efficiency, and recovery performance while maintaining compliance requirements.
- Manage dialer campaigns, call routing logic, pacing strategies, suppression rules, and segmentation across multiple portfolios and geographies.
- Monitor dialer and agent performance metrics, identifying trends and opportunities to improve productivity, kept dollars, contact rates, and operational efficiency.
- Partner cross functionally with Operations, Workforce Management, Product, Engineering, Compliance, and Vendor teams to implement scalable dialing solutions and operational enhancements.
- Ensure compliance with all applicable regulations, including TCPA, FDCPA, federal/state/local dialing requirements, and internal policies.
- Support vendor operations by troubleshooting dialer related escalations, connectivity issues, campaign performance concerns, and reporting discrepancies.
- Build and maintain operational reporting, dashboards, and KPIs related to dialer performance, agent utilization, and campaign effectiveness.
- Drive continuous improvement initiatives through automation, testing strategies, and process optimization.
- Create and maintain SOPs and governance documentation for dialer operations, campaign management, and compliance controls.
What We Look For
- 3+ years of experience managing or administering a Five9 collections dialer environment.
- Strong understanding of collections operations, outbound dialing strategies, and contact center workflows.
- Experience with predictive, progressive, preview, and blended dialing strategies.
- Experience meshing Ai agent & human agents into dialing efforts.
- Familiarity with TCPA, FDCPA, and other regulatory requirements impacting collections dialing operations.
- Experience supporting high volume contact center or collections environments.
- Strong analytical skills with experience interpreting dialer metrics and operational performance data.
- Ability to manage multiple priorities and troubleshoot operational issues in a fast paced environment.
- Experience partnering cross functionally with Operations, Product, Engineering, Compliance, and Workforce Management teams.
- Strong written and verbal communication skills.
- Bachelor’s Degree or equivalent experience preferred.
Compensation
- CAN base pay range per year: CAD 77,000 CAD 127,000.
- Base pay is part of a total compensation package that may include equity rewards, monthly stipends, and benefits.
Benefits
- Health care coverage Affirm covers all premiums for all levels of coverage for you and your dependents.
- Flexible Spending Wallets generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses.
- Time off competitive vacation and holiday schedules allowing you to take time off to rest and recharge.
- ESPP An employee stock purchase plan enabling you to buy shares of Affirm at a discount.
Workplace
- Affirm is proud to be a remote first company! The majority of our roles are remote and you can work almost anywhere within the country of employment.
- Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office.
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