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About the Role
Attain Finance is a leading consumer credit lender with over 50 years of expertise, dedicated to providing innovative and accessible financial solutions. Join a dynamic team shaping the future of consumer finance.
Responsibilities
- 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 escalate 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.
Requirements
- 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.
Skills
- 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
Location
- Hybrid or remote work arrangement based on business needs
Work Type
- Full-time
- Hybrid
- Remote
Experience Level
- 5+ years of experience
Education Level
- Bachelor's degree preferred
Salary/Compensations
- $55,000 - $70,000 USD
Benefits
- Flexible Paid Time Off Program
- Medical
- Dental
- Vision
- Life Insurance
- Disability
- Other voluntary coverages
- 401k program with company match
About the Company
- Attain Finance brings 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.
- We are a leading consumer credit lender that thrives on innovation and collaboration, where 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.
Equal Opportunity
- 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.
- 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.