Senior Dialer Analyst: Collections Optimization

SoFi; Cottonwood Heights (UT); On-site; USD 90,000 - 120,000; Full time

Job summary

SoFi in Utah seeks a Senior Dialer Analyst to support outbound/inbound dialer operations across Personal Loans, Credit Cards, and Loan Origination Outreach. You will drive dialer efficiency, monitor real-time activity, and deliver analytics for leadership.

You will ensure FDCPA/Reg F/TCPA/state law compliance, build dashboards, identify performance gaps, and collaborate with risk, auditors, and stakeholders to implement improvements and training.

Qualifications

• Experience in a fast-paced collections call center environment.
• Knowledge of outbound collection regulations (FDCPA Reg F, TCPA, state laws).
• Ability to analyze complex data sets to identify trends and opportunities.
• Strong written and verbal communication; able to produce reports for senior management.
• Bachelor’s degree or 5 years relevant technical experience.
• Ability to work independently and meet deadlines.
• Ability to navigate ambiguity and manage multiple projects.
• Partnership mindset with auditors and examiners.
• Experience with risk data, reporting, and analysis; including systems.
• Experience in highly-matrixed, fast-paced environments.

Responsibilities

• Operational Management: manage daily dialer operations, ensure campaigns start on time and meet targets.
• Analytics & Reporting: create dashboards, track metrics, validate calling strategies.
• Risk & Compliance: ensure dialing complies with FDCPA, Reg F, TCPA and state laws.
• Strategic Collaboration: identify staffing gaps, monitor patterns, plan initiatives.
• Training & Enablement: develop materials to share best practices and program enhancements.

Skills

Analytical thinking

Communication skills

Independent work

Cross-functional collaboration

Process improvement

Education

Bachelor's degree in Telecommunications/IT or related field

5 years relevant technical experience

Tools

Tableau

SQL

Genesys Outbound Dialer

Job description

SoFi in Utah seeks a Senior Dialer Analyst to support outbound/inbound dialer operations across Personal Loans, Credit Cards, and Loan Origination Outreach. You will drive dialer efficiency, monitor real-time activity, and deliver analytics for leadership.

You will ensure FDCPA/Reg F/TCPA/state law compliance, build dashboards, identify performance gaps, and collaborate with risk, auditors, and stakeholders to implement improvements and training.