Collections & Recovery Complaints Analyst

Primary Responsibilities

• Lead complex investigations of escalated customer complaints, legal matters, and operational issues to determine underlying root causes.
• Analyze complaint, legal, and operational data to identify recurring themes, trends, and opportunities for improvement
• Identify systemic process gaps, control weaknesses, and emerging risks through trend analysis, case reviews, and business-line research.
• Drive the development and implementation of corrective action plans designed to prevent issue recurrence and improve customer outcomes.
• Partner with Risk, Compliance, Legal, Operations, and business-line leadership to address Risk, and remediation activities.
• Design, enhance, and monitor business controls to mitigate operational and regulatory risk.
• Perform targeted testing and validation activities to assess control effectiveness and identify process vulnerabilities.
• Measure and validate the sustainability of remediation efforts and process improvements.

Required Skills/Experience:

• 2+ years’ Collections experience at a financial institution 
• Strong interpersonal and communications skills.
• Proven organization skills, attention to detail, and ability to handle multiple projects simultaneously.
• Strong analytical and problem-solving skills – ability to think critically in order to diagnose problems, determine key findings and opportunities from data, analytics and internal/external research, prioritize strategic solutions, and present clear and comprehensive recommendations to senior management.
• Ability to work in a fast-paced changing environment.
• Proficient with Microsoft Office applications; Advanced with Excel and PowerPoint.

Education/Certifications: 

Education:

• Associates or Bachelor’s Degree preferred. Relevant work experience may be substituted in lieu of degree.

Hours and Work Schedule:

Hours per Week: 40

Work Schedule: 

Monday – Friday, 8am-4:30pm

Hybrid - 4 days in office