If you like to analyze metrics and optimize processes, this is the team for you!

As a Business Analysis Specialist III, in Collections and Recovery, you will oversee the daily management of Consumer and Community Banking (CCB) Collections dialers. Your primary focus will be on analyzing key metrics to improve processes and performance, while serving as a business liaison across multiple CCB Collection sites and functions to ensure the achievement of business objectives. Our processes support various lines of business, including Card Collections, Card Recovery, Auto Finance, Auto Recovery, Vehicle Remarketing, Overdraft Collections, Overdraft Recovery, Home Lending, and Business Banking.

Job Responsibilities:

Manage the CCB Collections auto-dialer daily, ensuring seamless execution of existing strategiesAnalyze key performance data to enhance processes and metrics related to collections autodial outbound and inbound functions, aligning with business objectives and goalsExecute call center technologies and initiatives, including auto-dialer and call telephony technologiesCollaborate with suppliers and business partners to resolve operational issues, conduct root cause analyses, and implement hardware/software upgrades and technical integrationsServe as a business liaison with multiple CCB Collection sites and functions within the current process ownership frameworkSupport staff by implementing new and existing strategiesIdentify opportunities to leverage emerging technologies to enhance performance within collection centersProvide quality service to customers through continuous communicationComplete ad-hoc projects as assigned, including understanding requirements, managing timelines, and delivering results

Required Qualifications, Skills, and Capabilities:

Strong analytical skills with the ability to explain variances and recommend process improvementsKnowledge in navigating and/or managing documents using SQL, SAS, TableauKnowledge of Excel, PowerPointExcellent collaboration, communication, and presentation skillsStrong organizational and time management abilitiesEffective communication with all levels of leadershipHighly detail-oriented with the ability to manage multiple projects/tasks simultaneously

Preferred Qualifications, Skills, and Capabilities:

Eagerness to learn and adapt quickly