Dialer job description

As a OneMain **Dialer Manager** you will be responsible for managing the system(s) setup for all inbound and outbound calling efforts for our Brightway Credit Card portfolio. The role will include developing, testing, and executing new strategic calling initiatives based on analysis and data review. Inbound and Outbound calling, including use and programing of our dialing systems, is core to OneMain operations and future strategic initiatives.

OneMain Financial is the country's largest lending-exclusive financial company, proudly serving millions of customers with safe, affordable, and transparent installment loans. Our customers turn to us every day-online and at 1,500 branches in 44 states-to help them take control and improve their financial lives with solutions for debt consolidation, medical expenses, household bills, home improvements and auto purchases. Our talented and dedicated team members constantly look for responsible ways to serve our customers when, where and how they want. It is all about doing the right thing-a mission that has not changed for more than 100 years.

The Dialer Manag will consider customer needs across both the Branch network and our Central operations, to design and implement the ideal solutions. This role will also develop reporting and monitor trends related to inbound and outbound call traffic and provide those to senior management. The Sr. Card Call Delivery Analyst role will report directly to the Director of Call Delivery.
**Core Responsibilities:**

+ Manage Alvaria (Noble) Dialing System, including agent set up

+ Strategy development; including development of new caller strategies

+ Dialer Analytics and development for Brightway Credit Card Collections

+ Develop strategies consistent with OneMain corporate goals

+ Programming in SQL and SAS

+ Communication with all Levels of management

+ Performing analysis and performance tracking of individual and departmental results

+ Maintaining and generating daily, weekly and monthly statistical reports

+ Developing and / or delivering training for department staff

+ Assisting in the identification and implementation of departmental improvements

+ Performing quality audits and / or service observations

+ Maintaining appropriate position documentation

**Required Skills and Qualifications:**

+ High School / GED Diploma required but college or advanced degree is preferred

+ Minimum 1-2 years' experience with Alvaria (Noble) Call Center systems REQUIRED

+ 6-10 years' Call Center experience

+ Advanced knowledge of Microsoft Office products, including Microsoft Visio

+ Intermediate knowledge of SQL query programming

+ Knowledge of Federal and state laws applicable to financial institutions and phone traffic

+ Demonstrated decision making skills

+ Advanced problem-solving skills

+ Strong verbal and written communication skills and ability to communicate with all levels of management

+ Ability to maintain confidentiality with sensitive information

+ Strong organizational and process management skills.

+ A high degree of self-management to successfully prioritize workflow and apply strategic techniques to identify process improvements.

+ A quality and detail-oriented focus combined with strong organizational abilities.

+ Experience working in fast-paced work environment.

**Benefits**

Because we want our team members to bring us their very best every day, we believe they deserve the right opportunities and benefits. That is why we packed our comprehensive benefits package for full- and some part-timers with:

+ Health and wellbeing options for team members and their dependents

+ Up to 4% matching 401(k)

+ Tuition reimbursement

+ Continuing education

+ Bonus eligible

+ Paid time off

+ Paid volunteer time

+ And more

OneMain Holdings, Inc. is an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identify, national origin, age, marital status, protected veteran status, or disability status.

About Us:

Selene Finance is part of one of the top residential mortgage companies that is uniquely positioned to customize loan servicing options for each homeowner. We have separate Title and Diligence businesses that enable us to provide comprehensive services to our partners and customers. Since launching in 2007, we passionately work to provide creative loan resolution strategies designed to preserve homeownership. With the power of Pretium behind us we are positioned for continued expansion and growth. Join us on our mission to transform mortgage servicing and help preserve home ownership throughout the United States.

Position Summary: The Dialer Administrator / Telephony Analyst is primarily responsible for managing contact center service levels for inbound and outbound customer contact. This includes management of activities to ensure call center key performance indicators are met, implementing telephony strategies, and resource management to ensure contact center production goals are achieved.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Telephony administrator for Selene's Alveria telephony system including dialer campaign management, inbound queue management, and resource alignment

Track and provide feedback to operations management on agent, function, and investor level trends and opportunities to ensure goals are achieved and operations management has the information needed to run an efficient and effective operation

Make real-time intraday adjustments to ensure inbound service levels remain in standard while maximizing outbound call attempts

Provide insights and analytics on drivers impacting key performance and risk indicators

Point of contact for internal technology team on needs and opportunities within the telephony environment

Create, publish and/or monitor reporting for the contact center

Assists with the creation of an operations structure capable of executing the strategy, including but not limited to data management, reporting, refining functional and technical processes, etc.

Continuously evolves efficient contact center solutions and departmental processes

Clearly communicates strategies to team members and other stakeholders

Establishes internal controls to reduce regulatory errors

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The qualified candidate must have:

3 years experience managing daily, tactical control of a telephony system, preferably an Alveria/Aspect system

Ability to work well under pressure, handle competing priorities and meet deadlines

Effectiveness as a team player

Ability to easily prioritize job duties according to the needs of the company

Strong sense of professionalism and positivity

Strong professional and interpersonal communication skills verbally and through written electronic correspondence

Ability to develop rapport with all levels of associates and establish credibility

Excellent listening skills and the ability to use good judgement

Problem solving and decision-making ability

Ability to think and solve problems strategically

Advanced analytical skills, ability to analyze problems and provide appropriate solution

Excellent attention to detail

Ability to multi-task

Competencies: To perform the job successfully, an individual should demonstrate the following:

Business Acumen - Understands business implications of decisions. Conducts cost-benefit analysis. Displays orientation of profitability. Demonstrates knowledge of market and competition. Aligns work with strategic goals.

Business Ethics - Treats people with respect. Keep commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values.

Change Management - Develops workable implementation plans. Communicates change effectively. Builds commitment and overcomes resistance. Prepares and supports those affected by change. Monitors transition and evaluates results.

Leadership - Exhibits confidence in self and others. Inspires respect and trust. Reacts well under pressure. Shows courage to take action.

Managing People - Includes staff in planning, decision-making, facilitating and process improvement. Takes responsibility for subordinates' activities. Makes self-available to staff. Provides regular performance feedback. Develops subordinates' skills and encourages growth. Solicits and applies customer feedback (internal and external). Fosters quality focus in others; Improves processes, products and services. Continually works to improve supervisory skills.

Planning & Organizing - Prioritizes and plans work activities. Uses time efficiently. Plans for additional resources. Sets goals and objectives. Organizes or schedules other people and their tasks. Develops realistic action plans.

Language Ability - Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Ability - Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability - Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Education/Experience: High school diploma or general education degree (GED) required. Bachelor's degree (B. A.) or higher in business related field from an accredited four-year college or university preferred. Four to ten years' related experience and/or training required. At least two years' experience in supervisory or team lead role required

Computer Skills: Working knowledge of and experience with Microsoft Office (Word, Excel, and Outlook). Previous experience with MSP, Black Knight/LPS and Fiserv preferred.

Supervisory Responsibilities: Responsible for the overall direction, coordination, and evaluation of their department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, training, planning, assigning and directing work, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems.

Travel: Some travel may be required.

Why Selene?

Selene Finance is committed to the total wellbeing of its employees and therefore offers one of the best benefits packages available in the industry today, which includes:

Paid Time Off (PTO)

Medical, Dental, & Vision

Employee Assistance Program

Flexible Spending Account

Health Savings Account

Paid Holidays

Company paid Life Insurance

Matching 401(k) Plan

The job requirements listed above are representative of the knowledge, skills, and/or abilities required. This job description is not an inclusive list of all duties and responsibilities of this position. Incumbents will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. Selene Finance reserves the right to amend and change responsibilities to meet business and organizational needs.