Dialer Analyst, Collections

GENERAL FUNCTION

The Dialer Analyst is responsible for the daily operation, configuration, and optimization of the organization’s Contact Management System and integrated platforms that support collection strategies.

DUTIES/RESPONSIBILITIES

• Monitor daily system operations across the System of Record, Collection System, and Contact Management System, ensuring accurate file transfers, automated runs, and data integrity.
• Configure and optimize dialing campaigns including pacing, attempt filters, answering machine detection, and batch activation in alignment with collection strategies.
• Manage data processes and SQL-based reporting to ensure accurate, real-time call history tracking, campaign performance monitoring, and KPI analysis.
• Create, manage, and maintain agent profiles, skills, and permissions within the Contact Management System, ensuring compliance with security and audit requirements.
• Collaborate with IT, vendors, and Collections leadership to troubleshoot system issues, implement changes, and execute strategic initiatives.
• Analyze campaign data, identify performance trends, and recommend process improvements or automation opportunities to enhance operational efficiency.
• Operates with moderate independence under the direction of the Director, Collections. Makes day-to-day operational decisions regarding dialer settings, batch activations, and troubleshooting. Escalates major system issues or strategic adjustments to leadership.
• Responsible for maintaining the operational performance and reliability of the Contact Management System used in Collections. Decisions directly impact agent productivity, contact rates, compliance, and customer experience outcomes.
• Supports the execution of short- and long-term contact strategies by ensuring system alignment with business objectives. Provides operational insights that inform strategic dialing initiatives and continuous improvement efforts.
• May provide operational guidance to Collections leadership, IT teams, or vendor partners regarding dialer system functionality and configuration.
• Frequent interaction with internal partners (Collections, IT, Analytics) and external vendors. Must communicate technical concepts clearly, translate data insights into actionable recommendations, and collaborate effectively across teams.
• Resolves moderately complex technical and operational issues involving data integration, campaign logic, and dialer performance. Applies analytical reasoning, system knowledge, and structured troubleshooting to maintain optimal performance.

QUALIFICATIONS

• Experience using Microsoft Excel
• Excellent problem-solving, communication, and organizational skills
• Experience supporting Collections Operations
• Strong understanding of data flows between systems of record and dialer platforms
• Experience managing campaign pacing, dialing logic, and performance analytics
• Experience looking after setting up the dial list and managing the customer list and optimizing dial campaigns.

NICE TO HAVE

• SQL skills
• Managing Contact Management Systems (e.g., Alvaria/Noble, Aspect, Genesys, or equivalent)

 

SHIFT

• Nine-hour shift with a five-day work week. However, we require this individual to be flexible to work between 9:30 PM-9:30 AM IST (Night Shift), Monday to Saturday.

EMPLOYER’S RIGHTS

• This job description does not list all the duties of the job. You may be asked by supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.
• The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason. This document contains Momentum Group’s confidential and proprietary information and is intended for Momentum internal use only.

 

At MFSG/Momentum/Money Mart, our vision is to transform customers’ lives for the better. With over 40 years of experience in financial services and 400+ retail locations across Canada and the U.S., we are committed to providing tailored financial solutions to underserved customers often overlooked by traditional financial institutions.

Now, we’re bringing this purpose-driven approach to India, and we want you to be part of our journey.

 

Our Core Values: What Drives Us

Where Everybody is Somebody: We prioritize inclusivity and respect, ensuring that every team member’s voice matters. We foster a collaborative environment where everyone can thrive. 

We Say “Yes” When Others Say “No”: Our team is friendly and compassionate, dedicated to delivering an uplifting customer experience. We go the extra mile to provide solutions that truly make a difference, no matter where our customers are on their financial journey. 

We Have a Passion for Our Purpose: We act with integrity and continually seek ways to grow and innovate. With the largest breadth of products in our industry and new offerings in development, we challenge the status quo to better serve our customers. 

We Win as a Team: We believe in the power of teamwork and diversity, celebrating the unique talents of every team member. Hard work is recognized and valued, creating an environment where everyone contributes to our collective success. 

Why Join MFSG India?

Employee Benefits

We’re committed to supporting your health, well-being, and financial growth:

1. Competitive Employee Benefits

💠 Comprehensive Medical Coverage

• Includes employee, spouse, two children, and two parents.
• Coverage Amount: ₹6 lakhs annually.
• ₹5 lakhs top-up is available if you would like to opt, with thousand rupees per month deduction.

💠 Provident Fund Contribution

• Employer contribution of ₹1,800 per month to support long-term financial security.

💠 Performance-Based Incentives

• Annual bonus of up to 5% of base salary, based on performance and company success.

 

Reward & Recognition

⭐ Bucketlist Rewards Platform

• Recognizing outstanding contributions through a point-based rewards system.
• Redeem points for gift cards, experiences, and personalized perks that matter most to you.

⭐ Culture of Appreciation

• Celebrating milestones, achievements, and impact across teams.

 

Work-Life Balance & Flexibility

🏠 Flexible Work Model

• Currently remote, with a future transition to a hybrid model.

📅 Paid Leave Entitlements

• 15 Annual Leaves
• 6 Casual Leaves
• 12 Sick Leaves

If you're looking for a place where passion fuels purpose and where you can make a difference, we invite you to join us at MFSG Technologies (India) Private Limited. Together, let’s win and empower our customers. 

1. Learning & Career Growth

📚 Continuous Learning Culture

• Access to upskilling programs, mentorship, and professional development resources.
• Encouragement to learn, adapt, and innovate in a fast-growing financial services landscape.

🚀 Career Growth Opportunities

• Internal mobility programs to help employees advance in their careers.
• Support for leadership development, industry certifications, and specialized training.

🤝 Collaborative Knowledge Sharing

• Work with global teams, gaining exposure to international best practices.
• Encouragement to share ideas, experiment, and take ownership of impactful projects.

 

About MFSG – Our Commitment to Responsible Innovation

At MFSG, we are committed to building innovative solutions grounded in ethical, transparent, and responsible use of data and technology. Aligned with the principles outlined in Canada’s Artificial Intelligence and Data Act (AIDA), we take a proactive approach to ensuring that any AI or data-driven systems we use are safe, fair, and accountable.

This posting is for a current position within our organization, offering the opportunity to contribute to meaningful, responsible innovation that supports our employees, clients, and communities.

We prioritize strong data governance, clear communication around how systems work, and safeguards that reduce risks and protect individuals. Our focus is on developing tools and processes that promote equity, reliability, and trust, supported by ongoing monitoring and continuous improvement.

Joining MFSG means contributing to a future-focused organization that values both innovation and integrity, where your work helps shape solutions that responsibly support our employees, clients, and communities.