Resolutions Lead
Core
Own the strategy, configuration, and day-to-day management of the Five9 collections dialer environment to optimize first-party collections operations, agent productivity, and recovery performance.
Role type
Senior IC collections dialer manager
Builds
Scalable, customer-centric servicing and recovery operations for Affirm's buy now, pay later platform
Domain
Fintech / Credit collections / Contact center operations
Deliverable
dashboards & analysis
Required skills
Five9 collections dialer administration, outbound dialing strategies (predictive, progressive, preview, blended), TCPA/FDCPA compliance, cross-functional partnership, operational reporting, SOP development, AI-human agent integration
Preferred skills
Experience meshing AI agents with human agents, high-volume contact center environment management, process optimization
Technologies
Five9, TCPA, FDCPA
Responsibilities
Administer and optimize the Five9 dialer environment; develop and execute outbound dialing strategies; manage dialer campaigns, routing logic, and segmentation; monitor performance metrics and KPIs; partner with Operations, Product, Engineering, and Compliance teams; ensure regulatory compliance; support vendor operations; build operational reporting and dashboards; drive continuous improvement initiatives; create governance documentation
Seniority
Senior, hands-on IC
