Job Description
Are you ready to make a difference in the world of consumer finance? At Attain Finance, we bring over 50 years of expertise in providing credit solutions across the U.S. and Canada. Our deep roots in the financial industry have empowered us to develop convenient, easily accessible financial services that meet our customers' growing needs. Join a leading consumer credit lender that thrives on innovation and collaboration, where your contributions are truly valued. Our portfolio includes distinguished brands like Cash Money®, LendDirect®, Heights Finance, Southern Finance, Covington Credit, Quick Credit, and First Heritage Credit. Each brand is constantly evolving to better serve our customers. Be part of a dynamic team that is shaping the future of consumer finance. Apply today and take the next step in your career with Attain Finance! This position follows a hybrid work model, with mostly remote work and occasional travel to the home office or other contact center locations for meetings, as business needs require. Responsibilities The Manager, US Dialer & Omni-Channel Strategy is responsible for designing and executing outbound strategies across voice, SMS, email, and digital engagement channels in the U.S. This role will act as a key stakeholder in the North American dialer platform, working in close collaboration with the platform owner, compliance, analytics, and operational teams to drive performance and enhance customer reach. The ideal candidate brings a blend of operational knowledge, campaign management experience, and strategic thinking to optimize penetration, efficiency, and customer experience across all lines of business and delinquency stages. Campaign Strategy & Execution Build, schedule, and optimize daily/weekly outbound campaigns by segment, delinquency, region, and brand. Align outreach strategy with business goals, capacity plans, risk tiering, and compliance standards. Integrate omni-channel outreach (SMS, email, chat) into the customer contact voice strategy. Define and maintain attempt prioritization rules across delinquency stages, risk tiers, and customer preferences. Ensure consistent, auditable governance of what constitutes a compliant “attempt” across voice, SMS, email, and digital channels. Stakeholder for Dialer Platform Act as a business stakeholder for dialer capabilities and enhancements providing campaign requirements and feedback to the business owners. Participate in testing and rollout of new dialer features or platform upgrades, ensuring alignment with business needs. Ensure dialer configurations and enhancements support compliance controls, including call timing, frequency caps, consent, and suppression logic. Act as a key participant in dialer migrations, vendor changes, and capability enhancements, supporting business readiness and post ‑ implementation stabilization. Omni-Channel Program Support Coordinate with internal teams on the deployment of omni strategies, including SMS reminders, and email-based engagements. Support the rollout of self-service options and automation initiatives aligned with campaign triggers. Reporting & Performance Monitoring Monitor key performance indicators including contact rate, RPC, conversion, drop rate, and right-party contact. Leverage internal dashboards and analytics to refine targeting, timing, and frequency strategies. Recommend A/B tests and micro-adjustments to improve channel efficiency. Monitor compliance-related campaign indicators and escalate trends or exceptions in partnership with Compliance Compliance & Risk Alignment Ensure campaigns adhere to Canadian and U.S. regulations around call times, frequency, consent, and contact channel limitations. Support internal audits, call reviews, and documentation of outreach logic. Serve as an escalation point for campaign-related issues impacting performance or compliance . Cross-Functional Collaboration Partner with WFM, Legal, Compliance, Analytics, IT and Operations to ensure campaigns align with capacity and regulatory requirements. Gather operational feedback to improve scripting, campaign timing, and channel mix. Serve as a conduit between front-line, back-end teams and strategic initiatives Qualifications 4–5 years in outbound dialer strategy or campaign execution, preferably in consumer finance collections. Familiarity with predictive and preview dialers, omni-channel platforms, and segmentation logic. Experience operating outbound contact strategies within the U.S. regulatory environment.