Dialer Monitor Specialist

Employee Applicant Privacy Notice

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 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.

What You’ll Need:

• 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 Have:

• Previous experience supporting systems or technical background

• Basic knowledge of telecommunication functions and terminology

Compensation and Benefits

The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.

To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!

SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.

The Company hires the best qualified candidate for the job, without regard to protected characteristics.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

New York applicants: Notice of Employee Rights

SoFi is committed to an inclusive culture. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email [email protected].

Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.

Internal Employees

If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.