Dialer Manager, Collections

Momentum Financial Services is a leading provider of financial services in North America. For 40 years, we've been committed to providing financial solutions that meet the evolving needs of consumers and business owners. Through our retail network of over 400 locations, known as Moneymart, Insta Cheques and the Cheque Cashing store, we provide access to cash and related products to help our customers achieve their goals.

Our highly skilled workforce puts customers first in everything we do. We serve 2 million people annually with diverse and innovative financial products such as loans, cheque cashing, money transfer and prepaid cards. Through this ever-evolving suite of services, we empower customers to manage their finances and improve their lives. Wherever customers are on their financial journey, Momentum Financial Services Group provides solutions.

#Corporate

The Dialer Manager for Collections is responsible for overseeing and optimizing the dialing and messaging strategies and technologies used in the collections process. This role involves managing the performance of the dialer systems, ensuring compliance with regulations, and collaborating with collections teams to enhance collections rates. The Dialer Manager will analyze data to drive improvements and lead initiatives that enhance operational efficiency and customer experience.

Key Responsibilities:

• Dialer Management: Oversee the configuration, maintenance, and optimization of dialing systems to maximize efficiency and effectiveness in collections.
• Performance Analysis: Monitor key performance indicators (KPIs) related to dialing and messaging activities, such as call volume, contact rates, and recovery rates; provide regular reports and insights to senior management.
• Compliance Assurance: Ensure all dialing practices comply with federal, state and provincial regulations.
• Team Collaboration: Work closely with collections team leaders to align dialing strategies with overall collections goals. Provide training and support to staff on best practices and effective use of dialing technology.
• Strategy Development: Develop and implement dialing strategies and campaigns to improve contact rates and recovery outcomes. Continuously assess and refine these strategies based on performance data.
• Vendor Management: Manage relationships with dialer technology vendors, including negotiating contracts and evaluating system performance and upgrades.
• Troubleshooting: Address and resolve any technical issues related to the dialing systems promptly to minimize disruption to collections operations.
• Budget Management: Assist in the development and management of the dialer budget, ensuring cost-effective practices are maintained.

• Bachelor’s degree in Business, Finance, or a related field preferred.
• 3-5 years of experience in collections, preferably with a focus on dialer management or telecommunications.
• Strong understanding of collections regulations
• Proven experience with dialer systems (e.g., predictive dialers, auto-dialers, IVR) and CRM tools.
• Excellent analytical skills with the ability to interpret data and make data-driven decisions.
• Strong leadership and interpersonal skills; ability to collaborate effectively with cross-functional teams.
• Excellent communication skills, both written and verbal.
• Proficient in Microsoft Office Suite and familiarity with data analysis tools.

Work Environment:

This position may require occasional evening or weekend work to meet operational needs. The Dialer Manager will work in a fast-paced environment with a focus on achieving targets and enhancing team performance.

All your information will be kept confidential according to EEO guidelines.

*Notice to Ontario Applicants - Momentum Financial Services Group is committed to accommodating applicants with disabilities up to the point of undue hardship during the recruitment, assessment, and selection process. If you are selected for an interview, please notify Momentum Financial Services Group if you require accommodation in respect of the materials or procedures used at any time during this process. If you require accommodation, we will work with you to determine how to meet your needs.

Note to Internal Applicants: All internal applicants are required to notify current manager regarding interest in applying for this role.