Dialer Expert Job Description:

The Dialer Expert is responsible for the strategic planning, implementation, and optimization of the automated dialing system (Advance List management – ALM) within the Westpac Collections Program. This role requires a deep understanding of dialer functionalities, collections strategies, compliance regulations, and data analytics to maximize agent productivity, contact rates, and recovery while adhering to all legal and ethical standards. The Dialer Expert will collaborate closely with collections leadership (onshore and offshore), IT, and compliance teams to ensure the dialer effectively supports the program's objectives.

Responsibilities:

• Dialer Strategy and Optimization: Develop and implement dialer strategies to optimize contact rates, penetration, and agent talk time while minimizing dropped calls and maximizing right-party contacts. Continuously analyze dialer performance metrics and make data-dri...