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About Affirm

Affirm is revolutionizing credit by making it transparent and user-friendly, allowing consumers to buy now and pay later without hidden fees or compounding interest. The company emphasizes building enduring partnerships with merchants to ensure sustainable growth and continuous revenue.

Role Summary

The Resolutions Lead will have full ownership over the strategy, configuration, and daily oversight of the Five9 collections dialer system supporting both internal and third-party collection teams. This position plays a pivotal cross-functional role responsible for ensuring optimal operational performance, regulatory compliance, and superior customer experience within the collections environment. The role reports directly to the Senior Manager, Collections & Recovery.

Key Responsibilities

Lead the administration, optimization, and daily operations of the Five9 collections dialer platform for multiple portfolios and geographic areas.
Formulate and implement outbound dialing strategies to boost right-party contact rates, agent productivity, and recovery outcomes while ensuring adherence to compliance standards.
Manage dialer campaigns including call routing logic, pacing, suppression protocols, and segmentation strategies.
Analyze dialer and agent metrics to identify trends and drive improvements in productivity, revenue retention, contact performance, and efficiency.
Collaborate closely across Operations, Workforce Management, Product, Engineering, Compliance, and Vendor teams to deploy scalable dialer solutions and improvements.
Ensure full compliance with regulations such as TCPA, FDCPA, as well as federal, state, and local dialing laws and internal policies.
Provide support to vendor operations by resolving dialer escalations, connectivity challenges, performance issues, and reporting discrepancies.
Create and maintain operational dashboards, KPIs, and reporting related to dialer performance, agent utilization, and campaign effectiveness.
Drive continuous process enhancements through automation, rigorous testing, and workflow improvements.
Develop and update standard operating procedures and governance documents that govern dialer operations, campaign management, and compliance controls.

Required Qualifications and Skills

At least 3 years of direct experience managing or administrating Five9 collections dialer systems.
Deep understanding of collections procedures, outbound dialing tactics, and contact center operations.
Expertise with multiple dialing modes including predictive, progressive, preview, and blended strategies.
Experience integrating AI-driven agents alongside human agents in dialing campaigns.
Thorough knowledge of dialing regulations (TCPA, FDCPA) and compliance obligations affecting collections.
Background supporting sizable contact center or collections environments with high call volumes.
Strong analytical ability to scrutinize dialer data and operational metrics for actionable insights.
Capacity to manage multiple priorities and resolve operational challenges in dynamic settings.
Proven collaboration skills partnering across Operations, Product, Engineering, Compliance, and Workforce Management.
Excellent written and oral communication skills.
Bachelor’s degree or comparable practical experience preferred.

Additional Information

This position falls under Pay Grade H and Equity Grade 3. Compensation is transparent and considers geographic location, experience, and role-specific skills. Base salary for Canadian candidates ranges between 77000 and 127000 CAD annually.

Affirm operates as a remote-first organization, allowing employees to work mostly from remote locations across the hiring country, while some roles may require occasional presence at an office.

Benefits Package

Comprehensive medical, dental, and vision coverage fully subsidized for employees and their dependents.
Flexible spending accounts with generous allowances for technology, food, lifestyle expenses, and family planning.
Competitive time-off policies including vacation and holidays to promote work-life balance.
Employee Stock Purchase Plan offering opportunities to buy company shares at a discount.

Commitment to Inclusion

Affirm ensures an accessible and inclusive interview process for all candidates including those with disabilities, providing reasonable accommodations as needed.

Resolutions Lead