Operations Review Audit Analyst

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The Operations Review Audit Analyst will examine financial, operational, and strategic contact center issues and provide decision support through the development of advanced reporting tools. The Operations Review Audit Analyst will partner with our clients and vendor partners to improve operations efficiencies, improve customer experience, and reduce credit risk exposure and credit losses in consumer loan portfolios. Improvements are achieved through a combination of research analysis, monitoring key metrics, building new reporting tools and applications, incorporating data from multiple third-party vendors, developing effective collection strategies, utilizing champion-challenger strategy testing and collaborating with risk management.

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 :

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