Dialer Monitor Specialist

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