Business Analyst II

JOB SUMMARY:

The Business Analyst will support Collections Operations by analyzing performance data, identifying trends, uncovering operational gaps, and recommending actionable solutions that improve business outcomes. The role requires strong collections domain knowledge, excellent communication skills, and the ability to transform data into meaningful insights for stakeholders.

The ideal candidate is naturally curious, self-driven, and able to independently investigate issues, validate assumptions, and provide data-backed recommendations that drive operational excellence.

KEY RESPONSIBILITIES

• Analyze collections performance and operational data to identify trends, risks, opportunities, and performance gaps.

• Develop and maintain reports, dashboards, presentations, and business reviews to support operational and client decision-making.

• Translate complex data into clear, actionable insights and effectively communicate findings to leadership and stakeholders.

• Partner with Operations, Training, Quality, Workforce Management, and Client Services teams to identify improvement opportunities and support business initiatives.

• Conduct root cause analysis on operational performance issues and recommend corrective actions.

• Monitor key performance indicators (KPIs) and provide proactive recommendations to improve productivity, quality, recovery rates, and customer experience.

• Support client reviews, business reviews, and strategic initiatives through data analysis and storytelling.

• Identify process improvement opportunities and recommend operational efficiencies based on data-driven findings.

• Assist in forecasting, trend analysis, capacity planning, and performance modeling as required.

• Develop and maintain documentation related to reporting processes, business requirements, and operational metrics.

• Ensure accuracy, consistency, and integrity of data used for business reporting and decision-making.

• Demonstrate ownership and accountability by proactively investigating issues and driving solutions through completion.

QUALIFICATIONS & EXPERIENCE

• Strong knowledge of Collections operations, including First Party and Third Party Collections environments.

• Excellent verbal and written communication skills with the ability to present findings to operational leaders and clients.

• Advanced proficiency in Microsoft Excel and strong presentation skills using Microsoft PowerPoint.

• Strong analytical and problem-solving skills with the ability to interpret large data sets and identify actionable insights.

• Experience identifying operational gaps and recommending process improvement strategies.

• Self-motivated, detail-oriented, and naturally curious with the ability to independently research and resolve business questions.

• Knowledge of SQL, reporting tools, Power BI, or other analytics platforms is preferred but not required.

• Ability to manage multiple priorities and work effectively in a fast-paced environment.

EDUCATION & EXPERIENCE

• Bachelor's Degree or equivalent work experience.

• 3+ years of experience in Collections Operations, Business Analytics, Reporting, Workforce Management, or a related field.

• Experience supporting Financial Services or Collections programs preferred.