• Job Description

  Req#: DIALE009145

  Westlake Financial Services

  Location: Las Vegas, NV

  Overview

  Westlake Financial Services is the largest privately held finance company in the Nation.
  We are committed to growing and strengthening our organization by hiring the people that make Westlake World (our culture) what it is. Through hiring the best fitting applicant and supporting our people in further developing their skills, we transition our Applicants into Westlake Warriors (our people).
  With 16% year-over-year growth and a $26 billion portfolio, we are continually looking to acquire talented individuals as we expand our presence in the Auto Finance Industry. Westlake Financial Services believes in PEOPLE with the PURPOSE and PASSION to assist our more than 23,000 dealer partners throughout North America.

  Position

  We are seeking a Dialer Administrator to join our high-performing team of dialer professionals. This role will be an addition to an existing team of admins and will primarily support the Westlake Collection portfolio. As part of a dynamic and fast-paced department, the Dialer Administrator will manage the day-to-day operations of our predictive dialer system—ensuring optimal performance, compliance, and operational efficiency. This position will be under the Dialer Management Team in the Servicing department.
  The ideal candidate is technically skilled, detail-oriented, and highly collaborative, with a strong understanding of dialer systems and outbound campaign management.

  Key Responsibilities

  1. Dialer Operations & Campaign Management

  • Oversee daily call flow operations on the predictive dialer system.
  • Set up and monitor data loads from the CRM, ensuring seamless integration and accuracy.
  • Create and manage calling lists, filters, and segmentation logic for outbound campaigns (voice, SMS, email).
  • Configure call strategies, pacing, rules (inclusions/exclusions), and dialing conditions to optimize performance.
  • Align call distribution with operational strategies and agent availability.
  • Design and maintain workflows to improve contact rates, penetration, and overall collection goals.
  • Monitor list performance and recommend adjustments to maximize campaign effectiveness.

  2. System Configuration & Compliance

  • Develop and maintain SQL code interfacing CRM systems with the dialer platform.
  • Ensure adherence to FCC, TCPA, FDCPA, REG-F and other applicable regulations.
  • Regularly audit and update system parameters to meet internal compliance and strategy guidelines.
  • Support local ANI mapping, time zone segmentation, and alternate dialing strategies.

  3. Reporting & Analytics

  • Build and maintain real-time and scheduled reports and dashboards to track KPIs and dialer performance metrics.
  • Support ad-hoc data requests from operations, collections, and strategy teams.
  • Integrate and leverage data across multiple SQL or PostgreSQL environments to support analysis.
  • Assist in forecasting and recommending improvements based on call performance data.

  4. System Support & Process Improvement

  • Troubleshoot system issues, downtimes, and user-reported problems.
  • Maintain high data integrity and hygiene across all platforms.
  • Coordinate with IT and vendors for escalations and root cause analysis.
  • Participate in after-hours on-call rotation for dialer support.
  • Document and improve internal processes, configurations, and best practices.
  • Stay updated on industry trends and technology changes to propose enhancements.
  • Provide user training and documentation to internal teams on dialer functionality and best practices.

  Qualifications

  Education & Experience

  • High school diploma required; Bachelor’s degree preferred.
  • Minimum 2 years hands-on experience with predictive dialer platforms (Noble, Aspect, or Alvaria).
  • Previous experience in automotive finance or collections is required.

  Technical Skills

  Required:

  • SQL Server and/or PostgreSQL experience
  • Strong Excel proficiency (vlookups, pivot tables, basic macros)
  • Campaign and list management experience
  • Familiarity with CRM-dialer integrations
  • Ability to work dynamic shifts, including evenings, weekends, and on-call rotation
  • Strong problem-solving and decision-making skills
  • Excellent organizational and time-management abilities

  Preferred (Nice to Have):

  • Experience with multiple dialer platforms (cloud-based or on-premise)
  • Working knowledge of Windows Server environments
  • Familiarity with APIs (SOAP and REST)
  • BI tool exposure (e.g., Tableau, Power BI)
  • Understanding of telecom protocols, call routing, and telephony

  Work Environment & Expectations

  • Must be available to work in a dynamic, fast-paced environment and adjust to shifting priorities.
  • Weekend or after-hours availability required as part of a rotational schedule.
  • Team-oriented mindset with the ability to work independently when needed.
  • Working hours could be anywhere between 5 AM and 9 PM Pacific time.

  What do we offer?

  • Medical, Dental, and Vision benefits
  • Life Insurance and Long-term disability plans
  • Flexible Spending Account
  • 401K matching
  • Employee Stock Ownership Program in a $18.2 Billion Company, plus company matching
  • Wellness Programs
  • Metro Tap Card and Metro-link Reimbursement (for Los Angeles, CA employees only)
  • Career Path Opportunities
  • Discounts on Parks, Museums, Movie Tickets, and Attractions
  • Employee Loan Assistance
  • Annual Flu Shot
  • Paid Vacations Days
  • Paid Sick days
  • Paid holidays
  • HGym (available in our Los Angeles, CA & Dallas,TX office)
  • Rental Car Discounts, Dell Member Purchase Program
  • UKG Wallet

  Acknowledgment

  We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

  We are an equal opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.

  Equal Opportunity Employer
  This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

• About the company

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