Senior Dialer Analyst

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 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.

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