Affirm

1 week ago

Resolutions Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 16 hours agoStatus: Live

Job Summary

Own strategy, configuration, and day-to-day management of the collections dialer environment to improve right-party contact rates, agent efficiency, and recovery performance. Lead outbound dialing and dialer campaign management (routing, pacing, suppression, segmentation) across portfolios and geographies, using Five9. Track performance metrics, build reporting dashboards, drive continuous improvement via automation/testing, and ensure compliance with TCPA/FDCPA and related dialing regulations while partnering cross-functionally.

Location: Canada

Workplace: Remote

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Administer, optimize, and manage the Five9 collections dialer environment across internal and third-party operations.
•Develop and execute outbound dialing strategies to maximize right-party contact rates, agent efficiency, and recovery performance while maintaining compliance.
•Manage dialer campaigns including call routing logic, pacing strategies, suppression rules, and segmentation across portfolios and geographies.
•Monitor dialer and agent performance metrics, identify improvement opportunities, and maintain reporting via dashboards and KPIs.
•Partner with Operations, Workforce Management, Product, Engineering, Compliance, and vendors; troubleshoot dialer escalations and support automation/testing and SOPs/governance.

Pay and Benefits

Salary: USD 77,000 - 127,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVisionEquity

Key Requirements

•3+ years managing or administering a Five9 collections dialer environment.
•Strong understanding of collections operations, outbound dialing strategies, and contact center workflows.
•Experience with predictive, progressive, preview, and blended dialing strategies.
•Familiarity with TCPA and FDCPA requirements impacting collections dialing operations.
•Strong analytical skills interpreting dialer metrics and operational performance data.

Experience:CollectionsContact centerFintech

Education:Bachelor's

Skills:Analytical skillsOperational leadershipCommunicationProblem-solvingCross-functional collaboration

Languages:English

Tech Stack:Five9Ai agent

Company Brief

Affirm

Provides point-of-sale lending and buy-now-pay-later (BNPL) solutions for consumers and merchants, enabling installment payments, consumer financing, and embedded financial services through APIs and partnerships with retailers and platforms.

Industry: Lending

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2012

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

Affirm

1 week ago

Resolutions Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 16 hours agoStatus: Live

Job Summary

Location: Canada

Workplace: Remote

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Administer, optimize, and manage the Five9 collections dialer environment across internal and third-party operations.
•Develop and execute outbound dialing strategies to maximize right-party contact rates, agent efficiency, and recovery performance while maintaining compliance.
•Manage dialer campaigns including call routing logic, pacing strategies, suppression rules, and segmentation across portfolios and geographies.
•Monitor dialer and agent performance metrics, identify improvement opportunities, and maintain reporting via dashboards and KPIs.
•Partner with Operations, Workforce Management, Product, Engineering, Compliance, and vendors; troubleshoot dialer escalations and support automation/testing and SOPs/governance.

Pay and Benefits

Salary: USD 77,000 - 127,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVisionEquity

Key Requirements

•3+ years managing or administering a Five9 collections dialer environment.
•Strong understanding of collections operations, outbound dialing strategies, and contact center workflows.
•Experience with predictive, progressive, preview, and blended dialing strategies.
•Familiarity with TCPA and FDCPA requirements impacting collections dialing operations.
•Strong analytical skills interpreting dialer metrics and operational performance data.

Experience:CollectionsContact centerFintech

Education:Bachelor's

Skills:Analytical skillsOperational leadershipCommunicationProblem-solvingCross-functional collaboration

Languages:English

Tech Stack:Five9Ai agent

Company Brief

Affirm

Industry: Lending

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2012

Website LinkedIn