Note: The job is a remote job and is open to candidates in USA. Attain Finance is hiring a Dialer Administrator to administer, configure, and support its enterprise outbound dialer platform. The role supports compliant customer contact campaigns for Collections, Customer Service, Sales, and other business functions, including campaign configuration, troubleshooting, reporting, and performance improvement.
Responsibilities
- Administer and maintain the enterprise outbound dialer platform, including users, security roles, permissions, access controls, and platform settings
- Build, configure, test, and deploy outbound campaigns, dialing strategies, routing rules, and queues using predictive, progressive, preview, and manual dialing methodologies based on business requirements
- Maintain calling windows, time-zone controls, campaign priorities, pacing, retry logic, and contact rules
- Manage campaign lists and validate data, segmentation, suppression criteria, and file accuracy prior to deployment; ensure required approvals are obtained through established change management processes
- Ensure dialing campaigns are configured and executed in accordance with TCPA, FDCPA, and other applicable requirements, including controls for consent, contact frequency, Do Not Call requests, and suppression rules
- Maintain accurate records of campaign configurations, approvals, controls, and system changes; support internal and external compliance audits and partner with Compliance and Legal to implement required changes
- Monitor platform performance, campaign execution, system capacity, and data processing; investigate and resolve failed loads, dialing errors, routing issues, and integration failures
- Work with platform providers and vendors to resolve technical issues; support incident management and root-cause analysis, and escalate significant issues to the appropriate Technology or business teams
- Produce recurring operational and campaign performance reports and dashboards, monitoring key metrics such as contact rate, right-party contact rate, abandonment rate, agent occupancy, penetration rate, and conversion or resolution rate
- Analyze campaign performance and operational trends to recommend improvements to dialing strategies, pacing, routing, contact strategies, and automation
- Support platform upgrades, releases, new functionality, integrations, and user acceptance testing; maintain accurate platform configuration and operating documentation
- Participate in production support and after-hours escalation processes as required
- Complete additional duties and projects assigned by leadership
Skills
- Minimum of 5 years of experience in customer communications, digital engagement, contact center strategy, operations, or process optimization
- Demonstrated experience leading cross-functional initiatives and process improvement projects
- Platform administration and campaign configuration expertise
- Knowledge of predictive, progressive, preview, and manual dialing strategies
- Technical troubleshooting, root-cause analysis, system testing, and validation skills
- Understanding of APIs, system integrations, data interfaces, and workflow concepts
- Data analysis, reporting, and performance-monitoring capabilities
- Attention to regulatory and compliance requirements, including consent, calling windows, contact preferences, and Do Not Call controls
- Awareness of data privacy, information security, documentation, and governance requirements
- Attention to detail and the ability to manage multiple campaigns and competing priorities
- Organizational and time management skills under time-sensitive deadlines
- Effective written and verbal communication skills, including the ability to explain technical issues in clear business language
- Stakeholder management and collaboration with technical and non-technical teams
- Process and continuous improvement mindset
- Bachelor's degree in Business Administration, Marketing, Communications, Information Systems, or a related discipline preferred
- Experience managing SMS communication programs or digital customer engagement strategies preferred
- Experience with Five9 or comparable contact center platforms is considered an asset
- Experience in financial services, consumer finance, or regulated industries preferred
Benefits
- All full-time salaried employees are eligible for a Flexible Paid Time Off Program, starting on day one.
- All full-time salaried employees are eligible for Medical, Dental, Vision, Life Insurance, Disability, and other voluntary coverages, starting on day one.
- All full-time salaried employees are eligible to participate in the 401k program, starting on the first of the month following 30 days of employment, with a company match.
- Hybrid or remote work arrangement based on business needs.
Company Overview
Company H1B Sponsorship