Resolutions Lead

About Affirm

Affirm is transforming the credit industry by offering transparent and consumer-friendly payment options that allow purchases now with no hidden fees or compounding interest. The company fosters long-lasting merchant partnerships for continuous growth and revenue.

Role Overview

As the Manager overseeing the collections dialer system, you will lead the strategy, setup, and daily operation of the Five9 dialer platform to ensure efficient first-party collection processes. This critical and collaborative role blends technical expertise with operational leadership, focusing on enhancing contact strategies, agent productivity, and recovery results. The position reports directly to the Senior Manager of Collections & Recovery.

Key Responsibilities

• Administer and optimize the Five9 collections dialer across both internal and external collection teams on a daily basis.
• Design and implement outbound dialing tactics that improve right-party contacts, maximize agent productivity, and drive strong recovery outcomes, while adhering to compliance standards.
• Manage dialer campaigns, configuring call routing, pacing, suppression, and segmentation for multiple portfolios spanning different regions.
• Track dialer and agent metrics, analyze trends, and identify gaps to boost productivity, contacted accounts, and operational efficiency.
• Collaborate cross-departmentally with Operations, Workforce Management, Product, Engineering, Compliance, and Vendors to enhance dialing infrastructure and operations.
• Ensure full compliance with regulations such as TCPA, FDCPA, and applicable federal, state, and local dialing laws as well as internal policies.
• Provide operational support by resolving dialer escalations, connectivity challenges, campaign issues, and data inconsistencies.
• Create and maintain dashboards, reports, and key performance indicators related to dialer efficiency, agent utilization, and campaign success.
• Lead continuous process improvements via automation, testing, and workflow refinement.
• Develop and uphold standard operating procedures and governance documentation governing dialer use, campaign management, and compliance controls.

Qualifications

• Minimum of three years managing or administering a Five9 collections dialer environment.
• Comprehensive knowledge of collections operations, outbound dialing techniques, and contact center processes.
• Experience with dialing modes including predictive, progressive, preview, and blended methodologies.
• Ability to integrate AI agents alongside human agents within dialing campaigns.
• Awareness of regulations such as TCPA and FDCPA affecting collections dialing.
• Background supporting operations in high-volume contact or collection centers.
• Strong analytical acumen to extract insights from dialer data and operational metrics.
• Competence in handling multiple priorities and resolving operational challenges in dynamic settings.
• Proven experience working collaboratively with teams in Operations, Product, Engineering, Compliance, and Workforce Management.
• Excellent verbal and written communication skills.
• Bachelor’s degree or equivalent experience preferred.

Compensation and Benefits

The salary band for this position in Canada ranges from $77000 to $127000 per year. Compensation is part of a holistic package that may include equity, monthly stipends for health, wellness, and technology, plus fully subsidized medical, dental, and vision coverage for employees and their dependents.

Remote Work Policy

Affirm operates as a remote-first employer, allowing employees the flexibility to work from various locations within the country. Certain roles may require occasional office presence depending on job duties.

Benefits Highlights

• Health insurance premiums fully covered for employee and dependents.
• Flexible spending allowances for technology, meals, lifestyle, and family-forming expenses.
• Competitive vacation and holiday allowances to support rest and personal time.
• Employee Stock Purchase Plan enabling discounted company share purchases.

Inclusion and Hiring Practices

Affirm is dedicated to providing an accessible and accommodating interview experience for candidates with disabilities. Reasonable accommodations are available upon request. For applicable U.S. locations, affirmative hiring policies support applicants with past arrest or conviction records.

Privacy and Consent

Applying indicates acknowledgment and consent to Affirm’s candidate privacy practices and personal data handling as outlined in their Global Candidate Privacy Notice.