Resolutions Lead

About Affirm and Role Overview

Affirm is transforming credit to offer consumers a transparent and flexible buy now, pay later solution without hidden fees or compounding interest. The company is focused on fostering enduring partnerships with merchants to promote sustained growth and revenue generation. A vital part of this effort involves developing scalable, customer-focused servicing and recovery operations that enhance customer experience while optimizing operational efficiency.

We are seeking a Resolutions Lead to head the strategy, configuration, and daily oversight of the collections dialer environment, maximizing effectiveness across first-party collections. This position is crucial, requiring deep expertise in managing the Five9 collections dialer, campaign planning, workforce optimization, and regulatory adherence. The role demands a combination of strong analytical, technical, and leadership skills to refine contact approaches, enhance agent productivity, and boost recovery outcomes. The Resolutions Lead will report directly to the Senior Manager of Collections & Recovery.

Key Responsibilities

• Fully manage, optimize, and administer the Five9 collections dialer systems used in both internal and third-party collections operations.
• Create and implement outbound dialing strategies that optimize right-party contact rates, agent efficiency, and recovery success while ensuring compliance with regulations.
• Handle dialer campaign management, including call routing, pacing methods, suppression rules, and segmentation across various portfolios and geographical locations.
• Track dialer and agent performance metrics regularly to identify trends and opportunities for improving productivity, contact rates, funds recovered, and operational efficiencies.
• Collaborate cross-functionally with teams from Operations, Workforce Management, Product, Engineering, Compliance, and Vendor partners to deploy scalable dialing solutions and operational improvements.
• Maintain strict adherence to legal and regulatory requirements such as TCPA, FDCPA, and other relevant federal, state, and local dialing rules and internal policies.
• Assist vendor operations with resolving dialer-related technical issues, campaign performance concerns, and reporting inconsistencies.
• Develop and sustain comprehensive operational reports, dashboards, and KPIs related to dialer effectiveness, agent utilization, and campaign success.
• Lead ongoing improvement efforts by introducing automation, conducting testing initiatives, and refining processes.
• Create and update standard operating procedures and governance documentation related to dialer operations, campaign management, and compliance controls.

Candidate Profile and Experience

• A minimum of three years’ experience managing or administering collections dialers in a Five9 environment.
• In-depth knowledge of collections operations, outbound dialing tactics, and call center workflows.
• Proficient with predictive, progressive, preview, and blended dialing techniques.
• Experience integrating AI-driven agents alongside human agents in dialing campaigns.
• Strong familiarity with regulatory frameworks governing collections dialing such as TCPA and FDCPA.
• Proven capability to support high-volume contact centers or collections environments effectively.
• Advanced analytical skills to interpret dialer metrics and operational performance data clearly.
• Ability to juggle multiple priorities and resolve operational challenges in a dynamic environment.
• Experience working collaboratively with diverse teams, including Operations, Product, Engineering, Compliance, and Workforce Management.
• Excellent written and verbal communication abilities.
• Bachelor’s degree or equivalent professional experience is preferred.

Compensation and Working Conditions

This role aligns with Pay Grade H and Equity Grade 3 at Affirm. Base salary ranges between CAD 77000 and CAD 127000 annually. Affirm emphasizes a transparent and equitable pay model based on factors like location, experience, and job-related skills. New hires usually start at the base of the range.

Affirm operates as a remote-first company in Canada, offering most employees the flexibility to work from nearly anywhere within the country. Some roles may occasionally require presence at an Affirm office for collaborative purposes.

Benefits

• Comprehensive health coverage including medical, dental, and vision, fully subsidized for employees and their dependents.
• Flexible spending stipends covering technology, food, lifestyle, and family-forming expenses.
• Generous time-off policies including vacation and holidays to support rest and rejuvenation.
• Employee Stock Purchase Plan (ESPP) allowing discounted acquisition of Affirm shares.

Diversity and Inclusion

Affirm is dedicated to creating an accessible and inclusive interview process, providing reasonable accommodations to candidates with disabilities. For applicants in relevant U.S. locations, Affirm adheres to fair chance hiring policies respecting records of arrest and conviction.

Privacy

By submitting an application, candidates consent to Affirm's global privacy practices regarding the handling of personal data as outlined in their candidate privacy notice.