Resolutions Lead

About Affirm

Affirm is reshaping credit by providing honest and transparent buy now, pay later solutions without hidden fees or compounding interest. The company is dedicated to forming enduring merchant partnerships that fuel long-term growth and recurring revenue. Affirm aims to build scalable, consumer-focused servicing and recovery systems that enhance customer outcomes while optimizing operational efficiency.

Role Overview

We are seeking a Resolutions Lead to oversee the strategy, configuration, and daily administration of the Five9 collections dialer system. This role is critical in optimizing performance across first-party collections operations. It requires extensive expertise managing dialer platforms, campaign strategies, workforce optimization, and ensuring regulatory compliance. You will report to the Senior Manager of Collections & Recovery.

Key Responsibilities

• Manage and optimize the Five9 collections dialer environment daily for both internal and third-party collections teams.
• Develop and implement outbound dialing strategies to maximize right-party contacts, enhance agent efficiency, and improve recovery results while adhering to compliance standards.
• Oversee dialer campaigns, call routing, pacing strategies, suppression protocols, and segmentation across diverse portfolios and regions.
• Track dialer and agent metrics, identifying trends and improvement opportunities in productivity, contact rates, and operational effectiveness.
• Collaborate with Operations, Workforce Management, Product, Engineering, Compliance, and Vendors to deploy scalable dialing solutions and enhancements.
• Ensure dialer operations comply with TCPA, FDCPA, and local regulations, as well as internal policies.
• Support vendor operations by resolving dialer escalations, connectivity problems, campaign performance concerns, and reporting variances.
• Create and maintain operational reports, dashboards, and KPIs pertinent to dialer and agent performance.
• Lead continuous improvement initiatives involving automation, testing, and process optimization.
• Develop and update standard operating procedures (SOPs) and governance documents for dialer management and compliance.

Candidate Profile

• Minimum of three years managing or administering a Five9 collections dialer system.
• Deep understanding of collection workflows, outbound dialing tactics, and contact center operations.
• Experienced with predictive, progressive, preview, and blended dialing techniques.
• Knowledgeable in integrating AI and human agents within dialing strategies.
• Familiarity with regulatory requirements including TCPA and FDCPA governing collections dialing.
• Background supporting high-volume contact centers or collections environments.
• Strong analytical skills with ability to interpret dialer performance and operational data.
• Skilled at multitasking and resolving operational issues in dynamic work settings.
• Proven ability to partner effectively across departments including Operations, Product, Engineering, Compliance, and Workforce Management.
• Excellent written and verbal communication abilities.
• Bachelor’s degree or similar experience preferred.

Compensation and Benefits

The base salary for this position ranges from CAD 77,000 to CAD 127,000 annually, depending on factors such as experience, skills, and location. Affirm offers an equitable pay structure augmented by equity awards, monthly stipends for health, wellness, and technology needs, plus comprehensive benefits including fully covered medical, dental, and vision insurance for employees and dependents.

Work Environment

Affirm is a remote-first organization enabling employees to work from almost anywhere within their country of employment. Some roles may occasionally require presence at an Affirm office, though most work is done remotely.

Additional Benefits

• Full premium coverage for healthcare benefits including dependents.
• Generous flexible spending stipends on technology, food, lifestyle, and family-building expenses.
• Competitive vacation and holiday policies to encourage rest and recharge.
• Employee stock purchase plan offering discounted Affirm shares.

Commitment to Inclusion

Affirm is dedicated to creating an accessible hiring experience and will provide accommodations for candidates with disabilities as needed. For U.S.-based roles located in Los Angeles or San Francisco, Affirm adheres to Fair Chance hiring ordinances considering applicants with arrest and conviction histories.

Privacy Notice

By submitting your application, you consent to Affirm's collection and processing of your personal data in accordance with the company's Global Candidate Privacy Notice.