Dialer Administrator

AttainFinance; United States; Hybrid; USD 55,000 - 70,000; Full time

Benefits offered by this job

401k with company match

Health benefits from day one

Flexible PTO

Job summary

Attain Finance is seeking a Dialer Administrator to lead the day-to-day administration, configuration, and operational support of the enterprise outbound dialer platform across the United States and Canada. The role involves deploying campaigns, maintaining dialing windows, ensuring data quality, and upholding TCPA/FDCPA compliance.

You will collaborate with Compliance, Legal, Technology, and external vendors to optimize dialing strategies, provide reporting, and support audits.

Qualifications

• Bachelor’s degree or higher in a related discipline is preferred.
• Minimum 5 years in customer communications, digital engagement, contact center strategy, operations, or process optimization.
• Experience managing SMS programs or digital engagement strategies is preferred.
• Experience with Five9 or comparable contact center platforms is an asset.
• Experience in financial services or regulated industries is preferred.
• Demonstrated cross-functional leadership and process-improvement experience.

Responsibilities

• Administer and maintain the enterprise outbound dialer platform, including users, security roles, permissions, access controls, and platform settings.
• Configure, test, and deploy outbound campaigns, dialing strategies, routing rules, and queues for various dialing methods.
• Maintain calling windows, time-zone controls, campaign priorities, pacing, retry logic, and contact rules.
• Validate data, segmentation, suppression criteria, and file accuracy prior to deployment; obtain approvals per change management.
• Ensure campaigns comply with TCPA, FDCPA, and other requirements, including consent, Do Not Call controls, and contact frequency.
• Maintain campaign configurations, approvals, controls, and system changes; support audits with Compliance/Legal.
• Monitor platform performance, campaign execution, and data processing; resolve failures and routing issues.
• Collaborate with platform vendors to resolve issues; support incident management and root-cause analysis; escalate as needed.
• Generate recurring operational and campaign performance reports and dashboards with key metrics.
• Analyze performance to recommend improvements to dialing strategies and automation.
• Support platform upgrades, new functionality, and user acceptance testing; maintain documentation.
• Participate in production support and after-hours escalation as required.

Skills

Platform administration

Campaign configuration

Dialing strategies

Troubleshooting

APIs

Data analysis

Regulatory compliance

Documentation

Time management

Stakeholder mgmt

Education

Bachelor's degree

Tools

Five9

Job description

Overview

Are you ready to make a difference in the world of consumer finance? At Attain Finance, we bring over 50 years of expertise in providing credit solutions across the U.S. and Canada. Our deep roots in the financial industry have empowered us to develop convenient, easily accessible financial services that meet our customers' growing needs.

Join a leading consumer credit lender that thrives on innovation and collaboration, where your contributions are truly valued. Our portfolio includes distinguished brands like Cash Money®, LendDirect® and Heights Finance. Each brand is constantly evolving to better serve our customers.

Responsibilities

The Dialer Administrator is responsible for the day-to-day administration, configuration, and operational support of the organization’s enterprise outbound dialer platform. This role ensures dialing strategies and customer contact activities are reliable, secure, and compliant, and effectively support Collections, Customer Service, Sales, and other business functions. The position serves as the primary subject-matter expert for campaign configuration, dialing strategies, routing logic, data integration, reporting, and production support, working closely with business stakeholders, Technology, Compliance, Legal, Workforce Management, Contact Center Operations, and external vendors to ensure outbound communications are executed accurately and in accordance with regulatory and internal requirements.

• 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 elevate 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.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, Information Systems, or a related discipline preferred.
• Minimum of 5 years of experience in customer communications, digital engagement, contact center strategy, operations, or process optimization.
• 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.
• Demonstrated experience leading cross-functional initiatives and process improvement projects.

Core Competencies

• 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

Working Conditions

Schedule: Monday-Friday, 7:00 AM-4:00 PM EST, additional evening and weekend hours may be required based on business needs

On-Call: Rotating schedule of one week on, one week off. Availability for after-hours support is required

• Hybrid or remote work arrangement based on business needs
• Occasional travel may be required for project meetings, vendor engagements, or company events

Base Salary: $55,000 - $70,000 USD

The base salary range represents the low and high end of the anticipated salary range for this position based on the U.S. average. The actual base salary offered for this full-time position will be determined by various factors, including but not limited to, location, skills, knowledge, competencies, and experience.

All full-time salaried employees are eligible for the following benefits, starting on day one: Flexible Paid Time Off Program, Medical, Dental, Vision, Life Insurance, Disability, and other voluntary coverages. You will also be eligible to participate in our 401k program, starting on the first of the month following 30 days of employment with a company match

This employer participates in E-Verify for US-based hires.

#AttainFinance #AttainRP

EEO Statement

Attain Finance Supports Equal Employment Opportunity. Attain Finance (dba Cash Money®, LendDirect®, and Heights Finance) is committed to a policy of providing equal employment opportunity to all qualified employees and applicants. This commitment is reflected in all aspects of our daily operations. We do not discriminate on the basis of race, color, sex, religion, national origin, marital status, age, disability, veteran status, or genetic information in any personnel practice, including recruitment, hiring, training, compensation, promotion, and discipline. Additionally, we do not discriminate based on any other characteristic protected by applicable state/provincial or local law where a particular employee works. In addition, it is the policy of Attain Finance to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by federal law and any state/provincial law where a particular employee works.

Notice to Attain Finance job applicants: Attain Finance will never ask for your personal banking information, transfer of funds, a credit card, or for you to purchase any equipment to process a job application or for training. Authorized Attain Finance representatives' email addresses will end in @attainfinance.com, @heightsfinance.com, @lenddirect.com, and @cashmoney.ca.