Resolutions Lead (Fintech)

TL;DR

Resolutions Lead (Fintech): Managing and optimizing the Five9 collections dialer environment to improve recovery performance and agent efficiency with an accent on outbound dialing strategies and regulatory compliance. Focus on integrating AI agents with human agents, optimizing call routing logic, and ensuring adherence to TCPA and FDCPA regulations.

Location: Remote (Canada)

Salary: $77,000 - $127,000 CAD per year

Company

Affirm is a fintech company reinventing credit through a transparent buy now, pay later model focused on honest and friendly consumer financing.

What you will do

• Own the administration, optimization, and daily management of the Five9 collections dialer environment.
• Develop outbound dialing strategies to maximize contact rates and recovery performance.
• Manage dialer campaigns, call routing logic, pacing strategies, and segmentation.
• Monitor performance metrics and KPIs to identify trends and improve operational efficiency.
• Partner cross-functionally with Product, Engineering, and Compliance teams to implement scalable solutions.
• Ensure strict compliance with TCPA, FDCPA, and other regional dialing requirements.

Requirements

• 3+ years of experience managing or administering a Five9 collections dialer environment.
• Strong understanding of collections operations and outbound dialing strategies (predictive, progressive, preview, blended).
• Experience integrating AI agents and human agents into dialing efforts.
• Familiarity with TCPA, FDCPA, and regulatory requirements for collections.
• Strong analytical skills and experience with contact center operational data.
• Must be based in Canada.

Culture & Benefits

• Remote-first environment with flexibility to work anywhere within the country of employment.
• 100% subsidized medical, dental, and vision coverage for employees and dependents.
• Generous flexible spending wallets for technology, food, lifestyle, and family forming expenses.
• Employee Stock Purchase Plan (ESPP) to acquire company shares at a discount.
• Competitive vacation and holiday schedules.