Mortgage Servicing Dialer Manager

The Mortgage Servicing Dialer Manager is responsible for the strategic ownership, governance, optimization, and business performance of outbound and blended dialer and omnichannel contact strategies within a mortgage servicing contact center environment. This position independently evaluates business requirements, customer contact strategies, operational performance, regulatory requirements, and technology capabilities to establish and implement contact strategies that support collections, customer outreach, loss mitigation, customer experience, operational efficiency, and compliance objectives.

The position exercises independent judgment in establishing campaign strategies, contact methodologies, channel prioritization, routing approaches, IVR and self-service strategies, performance standards, and optimization initiatives. The Manager evaluates alternative courses of action, determines appropriate operational and system configurations, and recommends and implements changes that materially affect contact center performance, customer engagement, compliance, and portfolio outcomes.

The Dialer Manager partners with Contact Center leadership, Compliance, Risk, Technology, Digital, Workforce Management, and Servicing teams to translate business objectives and regulatory requirements into operational strategies and controls. The position serves as a subject-matter expert and business owner for dialer, IVR, routing, and omnichannel contact strategies and provides recommendations to leadership regarding operational priorities, technology enhancements, process changes, and risk controls.

MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)

The Dialer Manager has primary responsibility for the business strategy, governance, optimization, and performance of the organization's dialer and omnichannel contact capabilities. The position independently evaluates operational data, customer contact requirements, regulatory considerations, technology capabilities, and business priorities to develop and implement strategies affecting contact center performance, customer experience, compliance, and portfolio outcomes.

1. Dialer Strategy, Governance & Campaign Management

• Own and independently develop, implement, evaluate, and optimize outbound dialer strategies across collections, customer service, and loss mitigation campaigns using Acqueon dialer technology.
• Evaluate alternative dialing methodologies, campaign structures, segmentation approaches, contact frequencies, and prioritization strategies and determine the approach most appropriate to business, customer, compliance, and portfolio objectives.
• Establish campaign parameters, targeting strategies, prioritization logic, and contact methodologies based on portfolio characteristics, customer behavior, operational capacity, and applicable regulatory requirements.
• Make independent recommendations regarding campaign strategy, contact cadence, dialing methodology, and portfolio prioritization and implement approved strategies.
• Analyze real-time and historical performance and determine when material changes to strategy, configuration, prioritization, or resource allocation are necessary.
• Establish and maintain governance standards for dialer campaigns, including controls, documentation, approval requirements, and performance thresholds.

2. Omnichannel Contact Strategy & Execution

• Develop and establish Mortgage contact strategies across voice, SMS, email, chat, and other digital communication channels.
• Evaluate customer behavior, operational performance, regulatory requirements, and channel capabilities to determine appropriate channel selection, prioritization, sequencing, and contact cadence.
• Establish customer journey and channel-orchestration strategies designed to improve engagement, resolution, self-service, and operational efficiency.
• Exercise independent judgment in recommending and implementing changes to channel strategy and customer contact workflows.
• Partner with Digital and Customer Experience leadership to establish priorities for self-service, automation, channel deflection, and customer journey improvements.
• Evaluate channel performance and determine strategic actions required to address performance gaps, customer experience issues, operational constraints, or compliance risks.

3. IVR & Skill-Based Routing Strategy

• Determine business requirements and desired customer outcomes for IVR, self-service, and routing strategies.
• Evaluate alternative IVR and routing approaches and recommend solutions based on customer experience, operational efficiency, compliance, and resolution objectives.
• Establish skill-based routing strategies based on business priorities, customer needs, interaction type, agent capabilities, availability, and service requirements.
• Determine and approve business rules governing routing priorities, queue strategies, skill assignments, and interaction flows within established governance processes.
• Evaluate IVR containment, routing accuracy, transfer rates, customer effort, and resolution outcomes and initiate strategic changes where performance does not meet established objectives.
• Partner with Technology teams regarding technical implementation while retaining responsibility for business requirements, strategy, and expected outcomes.

4. Platform Strategy, Business Configuration and Optimization

• Serve as the business owner and subject-matter expert for Acqueon and Cisco Webex Contact Center capabilities supporting dialer, IVR, routing, and omnichannel strategies.
• Translate business objectives, customer requirements, operational needs, and regulatory requirements into system requirements, business rules, workflows, and configuration strategies.
• Determine appropriate business configurations for campaigns, routing logic, IVR workflows, digital journeys, and omnichannel interaction rules.
• Evaluate proposed technology capabilities and enhancements and recommend implementation priorities based on business impact, risk, customer experience, and operational value.
• Partner with IT and third-party vendors to implement, test, and validate approved enhancements and system changes.
• Evaluate system and operational performance and determine appropriate corrective or optimization strategies.
• Provide business requirements and acceptance criteria for system upgrades, integrations, and enhancements.
• Ensure system capabilities are aligned with established business strategies, compliance requirements, and operational objectives.

5. Compliance & Risk Management

• Own the business implementation of regulatory requirements affecting outbound dialing and omnichannel customer communications, including TCPA, FDCPA, CAN-SPAM, CFPB requirements, and applicable state restrictions.
• Interpret operational implications of regulatory and compliance requirements and translate those requirements into business rules, controls, processes, and system requirements.
• Evaluate proposed contact strategies for regulatory and operational risk and recommend appropriate controls or modifications.
• Exercise independent judgment in identifying potential compliance risks and determining when escalation, strategy modification, or additional controls are warranted.
• Partner with Compliance and Legal to evaluate regulatory changes and determine appropriate operational and system responses.
• Establish governance requirements, documentation standards, monitoring controls, and audit processes for contact strategies.

6. Business Performance Analytics & Strategic Decision Support

• Analyze operational, customer, financial, compliance, and channel performance data to evaluate the effectiveness of existing strategies and identify opportunities for material improvement.
• Establish and monitor performance measures for dialer, IVR, routing, and digital-channel strategies.
• Interpret complex operational data and independently determine trends, root causes, risks, and strategic opportunities.
• Develop recommendations for changes to campaign strategy, contact cadence, channel allocation, routing, self-service, technology capabilities, and operational processes.
• Present findings and recommendations to leadership and influence decisions regarding operational priorities and resource allocation.
• Partner with Workforce Management to evaluate capacity requirements and recommend strategic adjustments based on forecasted demand and business objectives.

7. Cross-Functional Collaboration

• Collaborate with Contact Center Operations, Workforce Management, Servicing teams, Compliance, and Digital/Technology teams to align omnichannel strategies with business objectives.
• Support training and knowledge transfer for supervisors and agents related to dialer usage, IVR navigation, digital channel handling, and call routing workflows.
• Act as a liaison between business stakeholders, technology teams, and third-party vendors.

DECISION-MAKING AUTHORITY & INDEPENDENT JUDGMENT

• Independently evaluate operational, customer, financial, compliance, and technology considerations when developing and optimizing contact strategies.
• Evaluate alternative courses of action and determine appropriate recommendations based on business objectives, customer impact, regulatory requirements, operational capacity, and available technology.
• Establish and modify business rules, campaign strategies, contact methodologies, routing approaches, and optimization strategies within established organizational governance and approval requirements.
• Identify operational, compliance, customer-experience, and performance risks and determine when escalation or corrective action is warranted.
• Make recommendations to senior leadership regarding strategic priorities, technology enhancements, process changes, resource requirements, and risk controls.
• Serve as the primary business subject-matter expert for dialer, IVR, routing, and omnichannel contact strategies.
• Decisions and recommendations made by this position may materially affect contact center efficiency, customer experience, compliance, portfolio performance, and operational risk.

EDUCATION AND WORK EXPERIENCE

• Bachelor’s Degree preferred or equivalent work experience.
• Minimum of 5–7 years of mortgage servicing, collections, or contact center operations experience.
• Minimum of 3–5 years of hands-on experience managing dialer platforms, preferably Acqueon.
• Experience working with Cisco Webex Contact Center, including IVR design, digital channels, and skill-based routing.
• Demonstrated experience managing omnichannel contact strategies (voice, SMS, email, chat).
• Strong understanding of outbound dialing strategies, inbound routing methodologies, and digital engagement best practices.
• Working knowledge of regulatory requirements including TCPA, FDCPA, CAN-SPAM, CFPB guidelines, and state-specific communication restrictions.
• Experience with mortgage servicing systems (e.g., MSP, Black Knight, or similar platforms) preferred.

TECHNICAL AND FUNCTIONAL COMPETENCIES

• Proficiency in Microsoft Office applications, particularly Excel for data analysis and reporting.
• Strong analytical and problem-solving skills with attention to detail.
• Experience designing IVR call flows and managing omnichannel routing logic in a contact center environment.
• Knowledge of dialer campaign logic, database segmentation, customer journey orchestration, and digital communication strategies.
• Excellent written and verbal communication skills across multiple channels.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to interpret data and translate insights into actionable strategies.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned by management to meet the ongoing needs of the organization.

If any applicant is unable to complete an application or respond to a job opening because of a disability, please email us at HR@firstunitedbank.com for assistance. 

First United is an Equal Opportunity Employer. To the extent required by Federal or State law, First United does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, or any other characteristic protected by law.