{"id":2504991,"url":"https://alion.io/job/sofi-senior-dialer-analyst-2","title":"Senior Dialer Analyst","company":{"id":12297,"name":"SoFi","domain":"sofi.com","url":"https://alion.io/company/sofi","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Analytics","role_family":"Analytics","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["PR"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":90000,"max_usd":186000,"period":"year","method":"global_role_seniority_cell","sample_n":2647},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":false},{"name":"Tableau","optional":false}],"status":"live","first_seen_at":"2026-08-25T21:13:12Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-14T18:41:48Z","board_verified":true,"closed_at":null,"days_open":49,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":49},"description":"Employee Applicant Privacy Notice\nWho we are:\nShape a brighter financial future with us.\nTogether with our members, we’re changing the way people think about and interact with personal finance.\nWe’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.\nThe Role:\nThis Senior Dialer Analyst role reports to the Senior Director, Collections and Recovery Business Planning, Project Management & Analytics (BP&A).\nThe Senior Dialer Analyst is a key member of our team here at SoFi, responsible for supporting all of our outbound/inbound dialer operations for Personals Loans, Credit Cards, and Loan Origination Outreach . Overall, work will also include driving Dialer improvement efforts in efficiency, effectiveness, and productivity, including implementing initiatives across 1LOD Business Controls. \nWhat you'll do:\nOperational Management\nHelp the team manage daily dialer operations, ensuring campaigns start on time, run efficiently, and meet intensity targets.\nIdentify and resolve technical issues, collaborating with IT and Telephony teams to implement upgrades and patches.\nMonitor agent status in real-time to maximize productivity and reduce idle time.\nAnalytics & Reporting\nCreate and maintain dashboards to track MTD metrics and validate the effectiveness of calling strategies.\nAnalyze dialer metrics to provide recommendations for improving efficiency and effectiveness.\nRisk & Compliance\nEnsure all dialing activities comply with FDCPA, Reg F, TCPA, and state laws.\nPartner with Risk stakeholders to establish control inventories, descriptions, and workflows for consistent testing.\nProactively monitor regulatory changes and support remediation efforts to address control gaps.\nStrategic Collaboration\nWork with business partners to identify staffing gaps, monitor agent patterns, and plan future initiatives.\nDevelop training materials and communication tools to share best practices and program enhancements with stakeholders.\nTypical KPIs (A Senior Dialer Analyst is often responsible for improving):\nRight Party Contact Rate (RPC)\nPromise-to-Pay (PTP)\nDollars Collected\nRoll Rates\nDelinquency Cure Rate\nQueue Penetration\nAgent Occupancy\nAverage Handle Time (AHT)\nAbandon Rate\nContact Rate\nConnect Rate\nCost per Contact\nCost per Dollar Collected\nWhat you’ll need:\nExperience working in a fast paced, collections call center environment\nSome knowledge of outbound collection regulations and rules (FDCPA Reg F, TCPA, & State laws)\nProven ability to analyze complex data sets to identify trends, performance gaps, and opportunities for improvement. Experience with Tableau or similar data visualization tools is preferred.\nA Bachelor's Degree in Telecommunications, Information Technology, or related field, or 5 years of relevant technical experience in lieu of a degree.\nStrong written and verbal communication skills, ability to articulate issues, and create reports used by senior management\nStrong ability to create a culture of ownership, accountability, collaboration, and ability to influence at different levels.\nAbility to work independently with limited daily supervision while meeting deadlines.\nAbility to navigate through ambiguity, manage and coordinate multiple project assignments, and deliver on commitments.\nPartnership mindset to ensure we have positive and productive working relationships with auditors and examiners. \nExperience with risk data, reporting, and analysis; including systems.\nExperience in highly-matrixed, fast-paced environments.\nPreferred: \nPrevious experience in Banking or Fintech\nExperience working with an auto-dialer (Preferably the Genesys Outbound Dialer)\nUtilize SQL queries to extract, analyze, and manipulate data for performance monitoring and strategic decision-making\nCompensation and Benefits\nThe base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location. \nTo view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!\nSoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.\nThe Company hires the best qualified candidate for the job, without regard to protected characteristics.\nPursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.\nNew York applicants: Notice of Employee Rights\nSoFi is committed to an inclusive culture. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email .\nWe are unable to accommodate remote work from Hawaii, Alaska or Puerto Rico at this time.\nInternal Employees\nIf you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.","description_format":"text","description_chars":5946,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Puerto Rico","iso":"PR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Banks & Neobanks","Consumer Loans & Pawnshops","Investing Apps & Robo-Advisors"],"lifecycle":[{"event":"open","at":"2026-10-14T07:12:12Z"}],"visa":[],"liveness":{"score":10,"band":"cold","label":"Long shot","p_open":1,"p_active":0.295,"p_room":0.35,"age_days":49,"expected_fill_days":13,"reasons":["conf:0","win:tail"],"computed_at":"2026-10-14T18:53:28Z"},"pay":null,"html_url":"https://alion.io/job/sofi-senior-dialer-analyst-2","json_url":"https://alion.io/job/sofi-senior-dialer-analyst-2.json","meta":{"generated_at":"2026-10-14T18:53:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24597,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":12297},"rest":"https://alion.io/mcp/rest/get_company?id=12297"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsofi-senior-dialer-analyst-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsofi-senior-dialer-analyst-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsofi-senior-dialer-analyst-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sofi-senior-dialer-analyst-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsofi-senior-dialer-analyst-2"}]}