Associate, Dialer Analyst

Join Sallie Mae: Champion For All Students

When you join Sallie Mae, you become a champion for all students. We're on a mission to power confidence as students begin their unique journey. To help them plan their higher education, successfully finish, and prepare for life after school. To help them Start smart. Learn big. Students need guidance navigating this important time in their life. They need someone who acknowledges that their education path is unique. They need a partner willing to evolve and not only meet but surpass their expectations. We're changing. Because students need a better way. We're looking for people who are excited to drive this transformation. To break barriers and think of new ways to adapt, help, and create better experiences for studentsand for each other. This is where diverse backgrounds, beliefs, and perspectives matter. It's where you're empowered to bring your authentic self to work. Feeling your best allows you to do your best. Our benefits take care of the whole youfrom physical and mental to financial and professional. You'll get opportunities to further your education and career, support for you and your family (including your pets), paid time off to volunteer for the things that matter to you, and more. We're obsessed with impact and making a real difference. For us, that means putting relationships first, asking "why not?" when tackling challenges, and continuously learning new skills. Come do more than join something, change something. For students, for future generations, for the future of education.

What You'll Contribute

The Associate, Business Operations (Dialer Analyst) will collaborate with the Business Operations Team and various cross-functional teams to ensure smooth operations and contribute to process improvements through the analyzation and presentation of data.

What You'll Do

• Execute daily and scheduled dialer campaigns, ensuring accuracy and compliance with operational guidelines.
• Monitor campaign performance, analyzing KPIs and identifying opportunities to improve contact rates and efficiency.
• Provide detailed performance reports and recommendations to the Dialer Team Manager and leadership team.
• Partner with cross-functional teams to adjust campaigns in real time based on business needs.
• Assist in implementing new dialer initiatives, contributing to testing, documentation, and post launch review.
• Maintain accurate campaign documentation, including setup configurations and procedural updates.
• Identify potential operational risks or bottlenecks and promptly escalate to management.
• Support continuous improvement by suggesting enhancements to workflows, reporting, and automation opportunities.

The above information is intended to describe the general nature and level of work performed by employees assigned to this job; it is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees in this role.

What You Have

Minimum: Minimum education, skills and experience required.

• 3+ years of experience working with the execution and monitoring of dialer campaigns.
• Proven ability to analyze campaign performance data and provide actionable insights.
• Strong problem-solving skills, with the ability to identify and troubleshoot operational issues.
• Excellent written and verbal communication skills for working with peers and cross-functional teams.
• Highly detail-oriented, with a strong focus on accuracy and quality in all work.
• Proficient in business software and tools, such as Microsoft Office Suite, data reporting tools, and productivity platforms.
• Working knowledge of industry-specific regulations and compliance requirements.

Preferred: "Nice to haves" regarding education, skills, and experience.

• Bachelor's degree in business administration, Data Analytics, Operations Management, or a related field.
• Experience supporting dialer conversions or system migrations.
• Background in business operations, process improvement, or similar roles.

Core Competencies

Analytical Mindset Comfortable interpreting data, identifying trends, and translating numbers into actionable recommendations.

Conscientious Execution Takes ownership of work, double-checks for accuracy, and consistently meets deadlines.

Process Discipline Follows established procedures while also seeking opportunities for improvement.

Adaptability Responds quickly to changing priorities and business needs without sacrificing quality.

Collaboration Works effectively with team members, peers, and other departments to achieve shared goals.

Regulatory Awareness Understands and adheres to applicable compliance requirements in all dialer operations.

The Americans with Disabilities Act

The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination by employers, in compensation and employment opportunities, against qualified individuals with disabilities who, with or without reasonable accommodation, can perform the "essential functions" of a job. A function may be essential for any of several reasons, including: the job exists to perform that function, the employee holding the job was hired for his/her expertise in performing the function, or only a limited number of employees are available to perform that function.

Our Benefits

Our benefits take care of the whole youso you can build your work around your life (not the other way around).

• Competitive base salaries
• Bonus incentives
• Generous PTO, Floating Holidays and 12 Federal Holidays observed
• Support for financial-well-being and retirement 401k with employer match
• Comprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance and more
• Employer paid short-term/long-term disability and basic life insurance
• Flexible hybrid working arrangements
• Paid parental leave and adoption reimbursement programs
• Free access to on-site staffed fitness centers (in Delaware) and gym subsidy (for locations outside Delaware)
• Confidential counseling support (EAP), Health Advocacy services and Wellness program with financial incentives
• Tuition Reimbursement and Family Scholarship Programs
• Career development and training opportunities

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Sallie Mae is proud to be an equal opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, sexual orientation, national origin, age, genetic information, gender identity, disability, Veteran status or any other characteristic protected by federal, state or local law.

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