Operations Analyst

Duties and Responsibilities:

Work closely with the loan operations leadership team in performing high-level operations analysis.

Develop performance reporting strategies based on improving customer experience and profitability.

Track patterns and outliers in customer contact traffic to look for ways to improve our services and products to reduce contacts.

Build repeatable or ad hoc queries and reports and work with Enterprise Information Management to automate reports for other users to run across the Enterprise population of report users.

Review, maintain, and create strategies for email and chat channels.

Create a collections/risk database and query tool to efficiently provide robust information to drive decisioning and strategies at various timeframe intervals.

Use statistical and query tools such as SAS or SQL, develop analyses, strategy, and performance reporting for collections and risk management.

Develop and leverage collections/risk management reporting to monitor current and emerging risk exposure and to analyze collections and strategy performance.

Present findings and make recommendations to the collections and risk management team.

Build collection strategies and utilize champion-challenger testing to determine the most optimal and cost -effective risk management strategies.

Review loan projections and delinquency volumes to forecast staff needed for collection vendor sites for both internal and contracted for clients.

Responsible for monthly debt sale process from start to finish.

Education and Experience:

Bachelor's degree in business, computer science, mathematics preferred, or equivalent work - related experience in a fast- paced call center environment.

Minimum of 1-year previous experience in a Dialer Analyst role in a blended collection call center required.

Minimum of 1-year previous experience in a Collections environment required.

2 years of previous experience in an inbound/outbound call center environment is preferred.

Previous financial industry experience is a plus.

Proficiency in Microsoft Office Suite, with expert level in Excel. Demonstrated ability to manipulate data within complex models and databases.

Strong SQL programming skills preferred.

Ability to work independently and take initiative, while multi-tasking.

Must have strong problem-solving and organization skills with strong attention to detail and the ability to manage multiple projects.

Excellent written and verbal communication skills.

Team player who will work efficiently and effectively in a fast-paced environment

Equal Opportunity Employer

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