Dialer Administrator

Description Title: Dialer Administrator Location: Remote Reports To: Director, Dialer Team The Company: Sunbit builds financial technology for real life. Our AI-native platform helps more people get to “yes” at the moments that matter with personalized offers, transparent terms, and no added consumer fees. In stores, practices and service centers across the country, Sunbit provides a fast, fair pay-over-time option. For everything else, the Sunbit Credit Card delivers a modern, no-fee credit experience managed in a powerful mobile app. We are guided by people-centered values: Serve Others Before Self, Include Always, Connect Genuinely, Innovate for Good. These values shape how we build, how we support customers and merchants, and how we work with each other. What makes Sunbit different is an AI-native infrastructure that runs through the full customer and merchant journey. Our interconnected AI systems power instant decisioning, streamline fraud checks with human-in-the-loop safeguards, and enable highly personalized offers at scale. The result is a quick, fair, and simple experience for consumers and merchants. We pair this technology with inclusion and transparency. Sunbit delivers industry-leading approval rates — 90%+ in auto service and 85%+ in dental — while maintaining zero consumer fee-based revenue. It is a better way to serve people and merchants, proven at scale. Today, Sunbit is available across a nationwide, in-person merchant network of 30,000+ locations spanning auto service centers, dental and optical practices, veterinary clinics, and other specialty services. We help teams say “yes” more often and help customers move forward with confidence. The Role : The Dialer Administrator is responsible for the day-to-day execution and monitoring of our outbound dialing platforms. This role ensures that data files are processed correctly, campaigns are running efficiently, and agents are properly supported. You are the "eyes and ears" of the dialer, catching anomalies in real-time and ensuring the business stays compliant and productive. Key Responsibilities: Daily File Management: Execute and spot-check the delivery of four daily files; identify anomalies compared to historical data and trigger system ingestions once resolved. Intraday Monitoring: Monitor "Kill Lists" and half-hourly data deliveries; communicate directly with Data Services to resolve delays. Campaign Maintenance: Create and edit campaigns as directed by the Strategy Team to ensure account segmentation is accurate. Agent Support: Handle agent onboarding, skilling, password resets, and basic troubleshooting. Real-Time Exceptions: Monitor agent thresholds (Excessive ACW, Long Breaks) and report exceptions to Team Leaders via Slack in real-time. Compliance Research: Conduct thorough research into JIRA tickets regarding call logs, audio requests, and ad-hoc account research (e.g., "Why was this account not attempted?"). Reporting: Maintain the Strategy Tracker, Start/Stop Tracker, and deliver End-of-Day reports to all relevant business units. Requirements Requirements : Experience: 2–4 years of experience in a call center environment, preferably in dialer administration, WFM, or collections. Technical Skills: Proficiency with JIRA, Slack, and dialer platforms (e.g., Five9, Genesis, or Noble). Detail Oriented: High level of accuracy in data entry and a "detective" mindset for researching account-level discrepancies. Why Choose Sunbit? Sunbit is recognized as one of the fastest-growing and most admired fintech companies, earning honors from Inc. 5000 (four consecutive years), Forbes Fintech 50, Deloitte Technology Fast 500, Financial Times, and FinTech Breakthrough for its innovation and impact. The company has also been featured among Newsweek’s Most Loved Workplaces and CB Insights’ Unicorn Companies, reflecting a valuation of $1.1B. People choose Sunbit for its people-first culture rooted in service, inclusion, and real-world impact. Powered by AI that helps people in life’s critical moments—offering high approvals, speed, and zero fees—Sunbit has achieved proven scale across tens of thousands of merchants and millions of transactions. Its fast, fair, and simple financial products empower consumers and partners alike through clarity and trust. The Perks : Mission driven, empowered, and collaborative culture Competitive pay and stock options Comprehensive health benefits (Medical, Dental, Vision, Life, EAP, Parental Leave, HSA, & more) Newly added HSA and Pet Insurance 401(k) with company match Cell Phone Stipend Team-based strategic planning and ownership of deliverables Sunbit is an Equal Opportunity Employer. We strive to provide a professional & welcoming workplace for all employees. Recruitment Fraud Disclaimer We’ve been made aware of fraudsters impersonating Sunbit employees during the hiring process. Please note that all official communication will come from an @ sunbit.com email address, through our applicant tracking platform @sunbit.comeet-notifications.com or directly via LinkedIn. We will never ask for your age, Social Security number, bank account details, payment of any kind, or other unrelated personal information during the application process. Our hiring process always includes interviews, either by phone, zoom, or in person, before any offer is made. If something feels suspicious, please contact us at [email protected] to confirm. We ask that you contact [email protected] only about potential instances of fraud. [email protected] does not reach our recruiting team directly. Your application directly through the posting is the best way to ensure that your candidacy is reviewed by our team. Due to the volume of applications, we will not respond to nor forward emails about your candidacy that are sent to [email protected] directly, and your email about your application will be deleted from our systems.