Resolutions Lead

About Affirm

Affirm is transforming the credit industry by offering transparent, user-friendly solutions that enable consumers to purchase now and pay later without hidden charges or compounded interest. The company prioritizes building enduring partnerships with merchants to foster sustained growth and revenue while developing scalable, customer-focused servicing and recovery operations designed to drive excellent customer outcomes and operational efficiency.

Role Overview

We are seeking a Resolutions Lead to oversee the strategy, setup, and daily administration of the Five9 collections dialer. This role is vital to ensuring the effectiveness of first-party collections efforts and requires operational expertise, technical proficiency, and regulatory compliance knowledge. Reporting to the Senior Manager of Collections & Recovery, this position entails close collaboration with multiple departments to optimize contact strategies, agent performance, and recovery results.

Primary Responsibilities

• Manage and optimize the Five9 collections dialer system supporting both in-house and third-party collections.
• Develop and implement outbound dialing campaigns to enhance right-party contact rates, boost agent productivity, and improve recovery outcomes while adhering to compliance standards.
• Configure dialer campaigns, including call routing, pacing, suppression rules, and segmentation for various portfolios and locations.
• Track and analyze dialer and agent performance metrics, identifying opportunities to increase efficiency, contact effectiveness, and recovered amounts.
• Collaborate with Operations, Workforce Management, Product, Engineering, Compliance, and Vendor teams to deploy scalable dialing solutions and operational enhancements.
• Ensure strict compliance with applicable laws and regulations, including TCPA, FDCPA, federal/state/local dialing mandates, and internal policies.
• Provide support for vendor operations by resolving dialer-related issues such as escalations, connectivity problems, and campaign discrepancies.
• Create and maintain operational dashboards, reports, and key performance indicators focused on dialer output, agent utilization, and campaign success.
• Drive continuous improvements through automation, testing new strategies, and streamlining processes.
• Develop and uphold standard operating procedures and governance documentation for dialer operations, campaign management, and compliance controls.

Candidate Profile

• A minimum of three years managing or administering a Five9 collections dialer platform.
• In-depth knowledge of collections operations and outbound dialing methodologies, including predictive, progressive, preview, and blended strategies.
• Experience integrating artificial intelligence with human agents in dialing workflows.
• Familiarity with compliance requirements such as TCPA and FDCPA that affect collections dialer operations.
• Proven ability in supporting high-volume contact centers or collections environments.
• Strong analytical skills with experience interpreting dialer metrics and evaluating operational performance.
• Excellent multitasking skills and the capacity to troubleshoot in a dynamic, fast-paced workplace.
• Experience collaborating with cross-functional teams such as Operations, Product, Engineering, Compliance, and Workforce Management.
• Effective written and verbal communication capabilities.
• Preferred: Bachelor’s degree or equivalent professional experience.

Compensation and Benefits

This role is categorized at Pay Grade H and Equity Grade 3. Base salary for Canadian employees ranges from $77,000 to $127,000 annually, with starting salaries typically at the lower part of this range based on location, experience, and relevant skills. The comprehensive compensation package may include equity awards, monthly allowances for health, wellness, and technology expenses, and fully covered medical, dental, and vision insurance for employees and their dependents.

Work Environment and Additional Benefits

Affirm champions a remote-first culture, allowing most employees to work from anywhere within their country of employment. Some roles may require occasional office presence depending on job duties. Employee benefits emphasize a people-first approach, including:

• Medical coverage with full premium payments for employees and dependents.
• Generous spending stipends for technology, food, lifestyle needs, and family formation expenses.
• Competitive vacation and holiday schedules encouraging rest and rejuvenation.
• Employee stock purchase plan enabling discounted share purchases.

Inclusivity and Compliance

Affirm is committed to an inclusive interview process and offers reasonable accommodations to candidates with disabilities. U.S. applicants with arrest or conviction records are considered under regional fair chance hiring ordinances where applicable. By applying, candidates acknowledge the review of Affirm's Global Candidate Privacy Notice and consent to the handling of personal data accordingly.