Outbound Call Routing Specialist

The RoleWithin the Communications Channels team, the Dialer Administrator will be responsible for managing and maintaining all outbound calling systems. This individual will partner cross functionally with operations and strategy teams to ensure effective delivery of all outbound calling strategies while maintaining compliance for calling practices. The Dialer Administrator will also be tasked with system maintenance and monitoring to ensure smooth operations. 

What You Will Do

• Collaborate with our Legal & Compliance teams to ensure contact strategies comply with all applicable laws, regulations, and company policies including audit support
• Support the implementation of strategic initiatives for various voice channels
• Optimize dialer configurations to enhance campaign performance and achieve business objectives
• Monitor dialer system performance and troubleshoot any issues that arise and conduct regular maintenance/updates to ensure the dialer system is running smoothly
• Manage dialer software upgrades and integrations with other systems
• Partner with Learning & Development team for training and support to collections and sales teams on the effective use of the dialer system
• Offer ongoing technical support and resolve any user issues promptly
• Configure dialer settings to optimize call flows and ensure efficient use of resources
• Manage dialing lists, campaign schedules, and call routing based on business requirements
• Implement and manage call recording, monitoring, and reporting functionalities
• Work closely with IT, compliance, and operational teams to align dialer operations with company goals
• Communicate effectively with stakeholders to understand and address their needs

About You

• 2+ years experience as a Dialer Administrator or in a similar contact center role
• 1 year experience working with NICE (LiveVox, CXone) or Five9 dialing technology
• Strong understanding of dialer systems, telephony technologies, and contact center operations
• Knowledge of compliance requirements related to collections and sales calls
• Excellent problem-solving skills and attention to detail
• Strong analytical and reporting skills
• Effective communication and interpersonal skills
• Ability to work independently and as part of a team
• Familiarity with project management concepts, ability to partner with project managers on larger initiatives and personally lead smaller efforts on behalf of the department
• Attention to detail and aptitude for robust documentation practices
• Ability to work in a fast paced, dynamic work environment
• Preferred: Bachelor's degree in Information Technology, Business Administration, or a related field

What We Offer

• The opportunity to collaborate with a team of creative, fun, and driven colleagues on products that have an immediate and significant impact on people's lives
• The opportunity to work in a fast-paced environment with experienced industry leaders
• Flexible time off, comprehensive health coverage, competitive salary, paid parental leave
• Wellness benefits including access to mental health resources, virtual HIIT and yoga workouts
• A bevy of other perks including Udemy access, childcare assistance, pet insurance discounts, legal assistance, and additional discounts.

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About Our Operations TeamRooted in our values, Prosper’s Operations team is driven by how we can improve the customer experience, always thinking there must be a better way. If you are looking for a mission driven company with a great culture, check us out! As a Prosper employee, you will have the opportunity to take ownership of your career - we offer learning opportunities and career development plans. Come join a dedicated, diverse community that will help you discover your fullest potential! Are you ready to Prosper? 
About UsFounded in 2005 as the first peer-to-peer marketplace lending platform in the U.S., Prosper was built on a simple idea: connect people who want to borrow money with those who want to invest. Since inception, Prosper has helped more than a million people gain access to affordable credit with over $27 billion in loans originated through its platform. Our mission is to help our customers advance their financial well-being through a variety of products including personal loans, credit, home equity lines of credit (HELOC), and our newest product, HELoan. Our diverse culture rewards accountability and cross functional teamwork because we believe this encourages innovative thinking and helps us deliver on our mission.   We’re on a mission to hire the very best, and we are committed to creating exceptional employee experiences where everyone is respected and has